The Right Number of Questions for NPS Surveys
Practitioners of NPS seem to agree that it is a
revolutionary approach for gathering granular, timely
feedback from customers. They also think that it’s a
useful process for integrating organizational
structures with incentives so that front-line
employees are eager to listen and respond. But as
with any new approach to management, there are
plenty of questions and issues that need to be
addressed. One recurrent source of confusion is my
insistence on keeping NPS surveys extremely short,
just two or three questions.
Read on for Fred Reichheld's latest blog
Good and Bad Profit Stories
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Greetings,
Read on for the latest Net Promoter news and
know-how:
1) Fred Reichheld weighs in on a point of confusion:
what are the right number of questions for NPS
surveys? (left)
2) Richard Owen's inaugural podcast offers
insights from a recent Satmetrix Thought Leader
Roundtable on how to create effective sponsorship of loyalty
programs (below)
3) More companies
reporting use of NPS include Allianz,
Honeywell, and Conference Calls Unlimited
(more forum posts below), and
4) The Net Promoter Conference is
now sold out - information on future
conferences will be included in upcoming editions of
this newsletter.
Would you like to see something else in this
newsletter? If so, let us know.
Sincerely,
The Net Promoter Team
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Closing the Leadership Gap: Effective Sponsorship of Loyalty Programs
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In this compelling podcast, Richard Owen notes a gap between companies
who say they believe in the value of customer loyalty
and understand it can drive financial success, and
those who properly invest and
sponsor loyalty initiatives at an executive level.
Owen covers why this may be the case, taking a look
at long-term investments in innovation, comparing
R&D vs. Customer Experience, and provides several
remedies to close this "leadership gap."
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