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  • Posted in: Net Promoter Forum

    Hi Ladies, We are using a 0-10 on our transactional survey and plan to add the Customer effort score into this survey next month. Can you please share how you phrased your question exactly and how you phrased the scale of your 0-10 scale for this? I am struggling with 0 being little...

  • Posted in: Net Promoter Forum

    Totally agree with Chris: statistic is not assumption. The way NPS is calculates contains already lot of volatility, if you add on top assumptions then you will get a non sense metric at all. ------------------------------ Federico Cesconi ------------------------------

  • Posted in: Net Promoter Forum

    Dear Zoe, Since 8 years we recommend our clients to use CES to measure certain transactional touchpoints. In particular: a) Touchpoints where NPS doesn't make a lot of sense, e.g. billing, first bill, etc. Would you recommend a product/service based on the actual bill you got from that company?...

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