"Questions about NPS – and Some Answers" by Fred Reichheld
Some forum members have raised questions regarding
the relationship between Net Promoter Score (NPS)
and growth. This blog entry will address some of
these concerns and suggest practical solutions for
two of the issues:
Can a one-question survey predict growth as
accurately as a long survey?
If you can convince a customer to spend time
answering dozens of questions, you can predict that
customer’s behavior more accurately than you can
with one question. The problem is, most customers in
this busy world won’t give you that much time —
witness typical survey response rates from 2% to
20% — and you couldn’t afford the surveying and
data-processing expense if they did. So most firms
take a middle ground and sample customers with
surveys of twenty questions or so.
While these surveys provide good forecasts for the
behavior of the customers who fill them out, they do
not produce good estimates of growth for the
business. The culprit is sample bias [1]. Statisticians
can never figure out exactly which...
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Greetings,
Find plenty of new articles, blogs, discussions, and
events to which you can peruse, digest, and
react.
1) It’s one thing to say a company has an
NPS of
40% and another to determine how it was
achieved. Richard Owen gets at
the heart of the controversy in Two Questions or
Not Two Questions.
2) Make the data personally relevant,
asserts Scott Smith, in Part 3 of his
popular “What Is Enterprise CEM?” blog
series.
3) “The Dean of Customer Loyalty Himself”
as per Harvard Business Review, Fred Reichheld
speaks on customer satisfaction surveys in this
Harvard
Business Review Ideacast.
4) Google, Apple, and Symantec’s customers
are
most loyal according to a series of Net Promoter
Industry Reports. Read the press release and/or
purchase the
reports.
5) At the “Getting Started with Net
Promoter” webinar (Aug. 8) learn how to
manage the customer experience to affect profitable
growth. Get more details and register
now.
Questions or comments? Contact us.
Sincerely,
The Net Promoter Team
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Upcoming Net Promoter Conferences
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Garnering the most votes, New York City will
be the location of the first Net Promoter
conference.
This live venue for sharing knowledge, tools,
practices, and solutions will feature speakers
from Bain & Company and Satmetrix (the
co-developers of Net Promoter), Harvard Business
School, the Institute for the Study of Business
Markets, and leading industry practitioners.
Additional information, including date of the
event, will be in subsequent newsletters. The London
conference will follow in the spring.
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Discussion Forum Topics
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Provide answers to the posts below or post
your own to the discussion forum – here is
how.
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