Customer experience strategy blog - NPS, customer loyalty, implmentation

July 10, 2019

NPS (15) – Use direct marketing techniques to improve survey response rates – 15th in the series on NPS

Maurice FitzGerald / 0 Comments / Blog, Net Promoter System, NPS / Customer Experience, Net Promoter System, response rates, Surveys /

This is the 15th article in a series on the Net Promoter Score and Net Promoter System. The subject this time is the use of classical direct marketing techniques to improve response rates. By classical, well… yes, I do mean ‘old’. Like most people, I receive lots of survey requests by email. Unlike most people, […]

Normal curve for NPS blog on statistical significance

July 8, 2019

NPS (14) – 14th in the series – Customer survey response rates and statistical significance

Maurice FitzGerald / 0 Comments / Blog, Customer Satisfaction, Net Promoter System, NPS, Strategic initiatives, Strategy / Customer Experience, customer surveys, CX, Net Promoter System, NPS, response rates, strategy /

Welcome to the 14th article in my series about NPS and the Net Promoter System. This time I cover response rates, sample sizes and statistical significance. Perhaps the most important points are about how to communicate such technical concepts. (Hint: Don’t!) All survey types are sensitive to response rates. The lower your response rate, the […]

July 4, 2019

NPS (13) – 13th in the series – Whether and when to survey

This is the 13th episode in my series on the Net Promoter Score and the Net Promoter System. This one is a bit longer than the average and covers some important topics, including whether you should bother surveying your customers at all. If you have missed some prior articles in the series you will find […]

Scales for article on weighting research results

July 1, 2019

NPS (12) – 12th in the series – Should I weight my survey results?

This is the 12th episode in my series on the Net Promoter Score and the Net Promoter System. There is a learning check / quiz at the end of this post. Suppose you have performed an NPS survey and feel the data set is not representative of your customers. What should you do? A common […]

Law of small numbers illustration for blog

June 27, 2019

NPS (11) – 11th in the series – The law of small numbers

Maurice FitzGerald / 0 Comments / Blog, Customer Satisfaction, Net Promoter System, NPS, Strategic initiatives, Strategy / Behavioral economics, behavioural economics, Customer Experience, CX, Net Promoter System, NPS, strategy /

Continuing the discussion on Daniel Kahneman’s System 1 (intuitive fast thinking) and System 2 (rational slow thinking), some curious things happen when people study surprising data. As I write this article in June 2019 there are media reports in France of exactly what I am about to describe, a surprising ‘cluster’ of cancer cases in […]

Feature image for No No No complaints blog

June 25, 2019

How and why you should make it as easy as possible for customers to complain

Maurice FitzGerald / 0 Comments / Blog, Customer Satisfaction, Net Promoter System, NPS, Strategic initiatives, Strategy / customer complaints, Customer Experience, CX, Net Promoter System, NPS, strategy /

Complaints are bad, right? Well… sort of. The complaints you know about are valuable feedback and give you an opportunity to recover and retain your customers. It seems logical that you should do everything possible to minimize the number of complaints you receive. Are you hearing all complaints? But what about the customers who have […]

Elephant to illustrate confirmation bias

June 20, 2019

NPS (10) – 10th in the series – How to avoid confirmation bias when analyzing research results

In his book Thinking, Fast and Slow [1], Daniel Kahneman describes two ways our brains function. He refers to them as ‘System 1’ and ‘System 2’. At their most superficial, you can think of System 1 as intuition, and System 2 as rational thought. He offers persuasive arguments that System 1 acts first, and that […]

June 17, 2019

NPS (9) – 9th in the series – How to use the answers to the open questions

Maurice FitzGerald / 0 Comments / Blog, Customer Satisfaction, Net Promoter System, NPS, Strategic initiatives, Strategy / Bain, Benchmarking, Customer Experience, CX, Net Promoter System, NPS, NPS benchmarks, strategy /

While our rational minds like to see scores and trends, the primary value of Net Promoter System surveys lies in the answers to the “Why?” and “What should we improve?” questions. Interpreting and using these answers well is quite challenging. Indeed, it is so challenging that many companies don’t really try. Communicating trends in numbers […]

June 13, 2019

NPS (8) – 8th in the series – I have my NPS number. Is it good or bad?

“OK, I have my NPS number. Is it good or bad?” There are two parts to the answer. First, the score does not tell you much on its own. The reasons customers give for the scores and what they want you to improve are more important. Second, the absolute number is meaningless. What matters are […]

June 10, 2019

NPS (7) – 7th in the series – Transactional / Episode surveys – Best avoided? Use very selectively!

Maurice FitzGerald / 0 Comments / Blog, Customer Satisfaction, Net Promoter System, NPS, Strategic initiatives, Strategy / Bain, Customer Experience, CX, Net Promoter System, NPS, strategy /

Transactional surveys are by far the most common type of customer research. It is helpful to think of them as feedback about ‘episodes’ or ‘jobs to be done’. Customers interact with you to try to accomplish some individual thing as part of their overall experience with you. An overall season of a TV series, for […]