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  • Posted in: Net Promoter Forum

    Fair challenge on the use of the word "academic", Deborah. I use it quite deliberately however, in its meaning as theoretical i.e. asking someone if they would recommend is theoretical, whereas asking someone whether they actually have is no longer theoretical but has become actionable by the consumer. I...

  • Posted in: Net Promoter Forum

    Jason, First, I would clarify what is the NPS you are measuring. The way you have worded here, it's a brand measure, not a rating of the interaction. That is best practice and will tell you how loyalty evolves over the customer lifetime. Are you also asking an overall relationship NPS on a...

  • Posted in: Net Promoter Forum

    Looks like the email isn't coming through clearly - it's support @ satmetrix .com (no spaces) Regards, ------------------------------ Didier Chapoteau ------------------------------ Program Manager Satmetrix

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