#24 – NPS Podcast, NPS Quiz, Text Analytics, Customer Advisory Boards


Welcome to the 24th edition of my customer strategy newsletter. The five topics this week are:

  1. New Net Promoter System podcast now live – Q&A with Rob Markey
  2. Net Promoter System Quiz – Part 2
  3. Latest blog posts
  4. Notable items from other sites – Text analytics demo, Customer Advisory Boards
  5. Looking forward

New Net Promoter System podcast now live

Most of you know that I recorded a Net Promoter System podcast with Rob Markey of Bain two weeks ago. I asked readers for questions. The podcast has just gone live. The roles are reversed in this episode, in that I asked Rob a set of questions, and he answered them. The questions came from subscribers to this newsletter and from the LinkedIn Net Promoter System group.

The system has been in constant evolution even since Reichheld and Markey wrote The Ultimate Question 2.0 in 2011. Since then, the Bain podcast has been the main reference point for the changes. Among other things, a third question has been added to the standard research format (“What should we improve?”) and guidelines are now available for touchpoint / episode research.

Thank you for the questions you sent in. We were not able to get to all of them. The podcast is here, and it will also be in your iTunes podcast feed, if you have subscribed that way.


Net Promoter System Quiz – Part 2

Thanks for the positive feedback on the first part of the Net Promoter System true / false quiz. The second set of questions is now live. Your feedback and possible disagreements are welcome on the answers page. The new questions are here.


Our latest blog posts

The popular post on journey mapping is now third on the list. The others are two in a series of short true/false quizzes on the Net Promoter System. Older posts are of course still available on the blog page.

image A Kitten! And the Net Promoter System® Quiz – Part 2

Now that you have seen another kitten, it is time for the second in a series of true or false questions about the Net Promoter System. This time the questions relate to ensuring that NPS is a reliable, trusted currency / metric.

image Kittens! And the Net Promoter System® Quiz – Part 1

Now that you have seen some kittens, it is time for the first in a series of true or false questions about the Net Promoter System. you can look forward to seven or eight short quizzes in all.

image Customer Journey mapping – Use with care, if at all

Journey Mapping is probably the most sophisticated and complete form of customer experience measurement and improvement. Perhaps too sophisticated. Read what follows and see what you think.

Notable customer experience items from other sites

Survey text analytics demo from Thematic

I continue to believe that automated analysis of open text responses to customer surveys is critical to reaching unbiased research conclusions. Once great technology exists, it should also be possible for most researchers to radically reduce the number of questions they ask. Thematic has released a new demo web page that provides great illustrations of how I believe text analytics should work. The most important message I have is that analysis that just gives you single words is useless. You need multi-word descriptions of what customers like, hate, and want to see improved. The key technology is Natural Language Processing. In this demo, you can look at the results of a business school survey, a restaurant survey, or even upload your own data set. Have fun! The demo is here. Note that I have no business relationship with Thematic, or indeed any other software vendor.

Satrix Solutions: Advice on running effective Customer Advisory Board meetings

Satrix has an excellent blog and this is not the first time they have posted an article about CABs. I believe that all companies that have some large customers should invite them to participate in an advisory board. Based on my own interviews of HP CAB members, most see interacting with their peers as the main benefit of CAB membership. This means you should remember to have long breaks. You also need to remember who is supposed to do the advising in a CAB. (Hint: the CAB members.) The article is here.


Looking forward

While I don’t want to create the impression that the Net Promoter System is all I care about, I will indeed continue to post true / false questions about NPS for the coming weeks.

Please also share this newsletter with your friends and colleagues and encourage them to sign up for it here. I have put links to past newsletters on the subscription page. Finally, please feel free to change or cancel your subscription using the link below.

You can also email me, Maurice FitzGerald, at mfg@customerstrategy.net.

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