Browsing Category
NPS
6 posts
Beyond NPS: Impactful Survey Questions and Use Cases
Understanding how your customers feel is the catalyst for all other communication.
Frankland: I’ve finally figured out my problem with NPS
NPS is the equivalent of the apocryphal party boor who realizes they’re talking too much about themselves and blurts out “enough about me, what do YOU think of me?”
How Useful Are “Likely to Recommend” Surveys?
Speed and simplicity are strong suits, but they fall short in other ways.
Vanity Metrics and Ornametrics
All that glitters is not gold - especially in marketing - and especially in reporting season.
Measuring Customer Experience Beyond NPS
We have more data at our fingertips than ever before - maybe it's time to explore metrics that can add context and actionability to NPS.
NPS is where customer insight starts, it’s not your ultimate goal
Marketers should be using NPS and other customer satisfaction scores as a starting point to prompt more insight but all too often they are seen as the end point.