The Right Target for Response Rates
What is the right target for response rates
for a high-quality NPS survey process? That
was the question I was asked at the recent Net
Promoter Conference in New York City.
Prior to this conference, I would have
answered that response rates between 30% and
60% seem like a reasonable goal for a
well-designed relationship survey. Now, I am
convinced that these targets (which many
consider radically aggressive) are actually
far too low.
Continue reading
Fred Reichheld's latest blog
Recent News
Newsletter Managed by
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Greetings,
The right target for response rates, cultural
differences in Net Promoter Scores, and high
level take-aways from the Net Promoter
Conference.
Read on for these topics and more, and as
usual, please
contact
us with your comments or
questions.
Sincerely,
The Net Promoter Team
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Cross Cultural Benchmark Analysis: Neutralizing Cultural Response Bias
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New multi-national data for customer loyalty
benchmarking developed for companies who
operate in multiple countries or wish to
compare customer loyalty scores and practices
across geographies is now available from
Satmetrix, the co-developer of Net Promoter.
Learn
more about it, and to access key findings
and best practices...
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Conference Recap: The Forest and the Trees
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If you missed the inaugural Net Promoter
Conference, don't miss Scott Smith's latest
blog, Celebrating
Success! He summarizes a
few high level themes from the event – the
benefit of change agents, executive
sponsorship, segmentation, using Net Promoter
to improve business processes – and aptly
links to the Net
Promoter Conference blog
posts for more detail.
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Discussion Forum: Exchange Best Practices
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Discussion forum activity continues to heat
up. Ask or answer a question. Note:
viewing posts requires brief
registration.
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More Offerings: Training, Seminars, London Conference
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We will be developing additional training and
seminars on specialized topics, as well as
hosting
our inaugural event in Europe, scheduled for
London.
If you are interested in providing input or
receiving
updates, please update your "interest
categories."
To do so, go to the link below and submit
your email address. You will receive an email
with a link to update your interest
categories. Check the applicable categories.
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