Jeanne Bliss' Blog

RE: CustomInk - Uncensored! Dare to Bare what the Customers Share

Allie_Davidge — Tue, 25 Oct 2011 10:13:39 GMT

Possibly they may have been playing it safe... However, the comments do make a good read and they also allow for the person to give a specific rating on Overall Experience and whether or not they would order again.

It's good to see that the negative comments are there - as well as the positive ones. Read comments from Alison L in Oregon, or Nikki G of Illinois. The fact that the company shows the negatives as well as the positives gives you a deeper sense of trust in the organisation.

I wish more companies did this! But then that might put the specific review sites out of business!!!

RE: CustomInk - Uncensored! Dare to Bare what the Customers Share

WendyV — Mon, 26 Sep 2011 18:22:59 GMT

Good blog post.This also brought to mind what Domino's Pizza is doing with both the very public ticker at Times Square, and with the personal feedback to the employees making and delivering the food. They also have several tv commercial campaigns that focus on their efforts to renew their reputation.

In some sense, it seems even more "Bare it all" with Domino's because they are taking on a huge recovery effort from years of downsliding. They are banking that these campaigns will build trust with a customer base they seem to have lost.

I wonder if CustomInk is really playing it safe; that is to say, were they already confident that 99% of their customers' comments would be positive?

RE: Trader Joe’s: Promoters Buy Houses Near the Stores They Love

anuradha_mohan_kumar — Mon, 03 May 2010 01:53:38 GMT

Hello Jeanne Bliss,

I am doctoral candidate in Experimental Psychology with a focus on consumer behavior. I have been following the literature on the Net Promotor Score for some time, and am fascinated by the work of the Net Promotor Team.

I loved your thoughts on the "Trader's Joe". Especialy liked the way in which you have built the argument for the way in which customers make other important decisions on the basis of the proximity are an important indicator of a promoter.

Although I have not read your book, your write-up bought the following questions to my mind. One of the concerns that I have is the challenge presented by internet shopping. For example, when asking participants in my experiments about how far they would drive to get their favorite brand of apparel, I do not get similar scores, that I get on other traditional attitude measures. Although I do not have strong evidence in this direction, I do suspect that internet shopping might be a contributor to this.

Thus, what is seen as indicative of a promotor behavior, when the internet is the medium of shopping for the brand and/or competing brands?

Thanks

Anuradha Mohan Kumar

RE: Closing the Loop with Detractors

explone — Tue, 02 Jun 2009 20:07:14 GMT

Hi Jeanne,

Thanks for sharing these ideas, this is really useful info.

Just curious: can you provide any data on response rate in the example of a printed bill you mentioned? What is the percentage of customers who actually provide this feedback, versus the the ones who just mail in their payment without answering the NPS question? Also, what is the percentage of respondents to the NPS question who did not also answer the narrative question?

I'm just trying to get a realistic sense of the expected response rate for this type of survey vehicle. Thanks again for your insights.

--Patrick

RE: Setting Net Promoter Goals

Tim Proctor — Tue, 18 Nov 2008 19:20:19 GMT

We just completed our annual satisfaction survey which included the NPS question. This is a blind survey whicjh gives us the opportunity to ask the NPS question about other manufacturers that customers use. Our score is higher than the other manufacturers, but our score did not improve over the same survey in 2007. Any recommendations on how to set a goal for 2009?

RE: Mining the Gold: Listening Hard to "Detractors"

Bart Gotte — Wed, 29 Oct 2008 14:29:28 GMT

Hi Vandana,

Your question is intriguing and increasingly relevant. We found the following results based on a research project that was specifically aimed at the impact of internet consumer review platforms (n=725):

a) Online review platforms are an important channel for recommendation power. 85% of Dutch consumers who have access to internet visit review sites. 75% reads reviews or experiences posted by consumers. 50% reads ALL postings of the product of interest. 24% writes a review now and then. Those who are most likely to write a review are promotors (63%) verses detractors (11%).

b) Online recommendations add value. We conducted the following experiment. Consumer were asked to choose one out of three identical hotelroom offerings. The three options were: 1) priced at 175E, rated 5,5 by 100 consumers; 2)priced at 200E, rated 8,0 by 1 consumer; 3)priced at 225E, rated 8,0 by 100 consumers.

The results were:

Option 1 was chosen by 10% of the consumers. Option 2 by 13%. Option 3 by 77% (!).

Even after rising the price with 25%, those who chose option 3 would still prefer that option.

In sum, The power of online recommendation is worth a lot of money...

RE: Gone but Not Forgotten

Gary Lennon — Fri, 26 Sep 2008 14:05:00 GMT

Hi Jeanne.

I saw your article 15 minutes after a 'leaving' conversation with a UK High Street bank and thought I'd share it.

I have left the bank as a business customer due to communication issues early on (over 2 years ago now). Ultimate Question (UQ) rating was probably 8.

I left on hold due to it wasn't high enough on my priority list to deal with. (UQ = 6)

All monies were withdrawn and when charges applied meant the account went into overdraft I decided to close the account. I've probably told 4 -5 people about the negative experiences up to this point.

Since starting the process to close the account, I had other communication issues (UQ = 3).

Out of the blue one person took ownership and managed the process until it was completed, explaining what was happening and provided completion. Now my UQ rating is 9!

Is that normal?

I ended up thanking her personally for her efforts and said if she had been involved from the start I probably would not have left.

Would I go back?

Not enough of an incentive probably but I'd probably tell people about how the problems were handled on the way out just as quickly as I'd had them whilst I was there.

Hope it wasn't too boring, just a real life situation.

RE: Take Your Understanding of Customers Way Beyond Spreadsheets

Net Promoter Community — Wed, 18 Jun 2008 21:44:09 GMT

Rob Markey, Partner and global head of Bain & Company's Customer Strategy and Marketing practice, provides a related post in the Net Promoter discussion forum. Here is a link (viewing/posting requires brief registration):

http://netpromoter.groupee.net/eve/forums/a/tpc/f/2731073251/m/5921064213?r=6541013313#6541013313

RE: We Know Our Net Promoter Score. Now What?

traci — Mon, 07 Apr 2008 22:53:25 GMT

Is there any data available on how certain industries perform using NPS as their only metric? What is best in class for IT Services industry?

RE: Mining the Gold: Listening Hard to "Detractors"

Vandana — Tue, 10 Jul 2007 08:36:30 GMT

Have been tracking means for measuring customer satisfaction as part of my research..Measuring Customer Satisfaction However, as i delve deeper into the field of CGM, can't help querying-Can Netpromoter be applied to Consumer Generated Media?. I feel that the index of loyalty and the way opinion leaders influence purchase decisions of their friends and others are matters of primary importance to organisations today. However, the fact that a large no. of potential consumers for a product browse the internet for information on the same; thereby making CGM a primary influencer.Hence the media generated by customers needs to be harvested for information to indicate loyalty scores of the consumers creating the same.Can the concept of Netpromoter Score be applied there? If yes, how?