Customer experience strategy blog - NPS, customer loyalty, implmentation

August 17, 2019

NPS (23) The heart of the Net Promoter System (1-minute read) – 23rd article in a series on the Net Promoter System®

Maurice FitzGerald / Blog, NPS / Customer Experience, Net Promoter System, NPS /

Welcome to the 23rd article in my series on the Net Promoter Score and System. This post is the shortest of all. I decided to separate it from the text I have written about the Inner Loop (which will now be the next article) for the sake of clarity. Over the last few years I […]

August 12, 2019

NPS (22) – How to almost do customer research (AppDynamics) – 22nd article in the series on NPS

Maurice FitzGerald / Blog, Customer Satisfaction, Net Promoter System, NPS / Chief Customer Officer, Customer Experience, Customer Satisfaction, CX, Net Promoter System, NPS, strategy /

Welcome to the 22nd post in my extensive series on NPS and the Net Promoter System. In the last two articles I discussed the major mistakes made by British Airways, Audi and others. This time I cover a company that almost gets it right. Unfortunately their results seem to be a sort of ‘vanity metric’ […]

August 10, 2019

NPS (21) – How not to do customer research (Audi and a supermarket) – 21st article in the series on NPS

Maurice FitzGerald / Blog, Customer Satisfaction, Net Promoter System, NPS / Audi, Chief Customer Officer, Customer Experience, Customer Satisfaction, CX, Net Promoter System, NPS, strategy /

Welcome to the 21st post in my extensive series on NPS and the Net Promoter System. Following the numerous reactions to what I posted about the British Airways research process last week, here are my views on the way car dealers survey customers in general and about Audi’s process in particular. I also cover a […]

August 6, 2019

NPS (20) – How not to do customer research – 20th article in the series on NPS

Maurice FitzGerald / Blog, Customer Satisfaction, Net Promoter System, NPS / British Airways, Chief Customer Officer, Customer Experience, Customer Satisfaction, CX, Net Promoter System, NPS, strategy /

While I am sure it is not their intent, the way British Airways surveys both its general and special customers is the worst I have ever seen from any company, from a customer perspective. Perhaps paradoxically, it is one of the richest possible from an internal British Airways perspective. It provides them with a rich […]

July 31, 2019

NPS (19) – How to calculate the lifetime value of a customer – 19th article in the series on NPS

Maurice FitzGerald / Blog, Customer Satisfaction, Net Promoter System, NPS / Chief Customer Officer, Customer Experience, Customer Satisfaction, CX, Net Promoter System, NPS, strategy /

While you can find many methods of doing the calculation on the web, there is only one correct answer. The value of a customer to your company is the total cash flow they generate for you over their entire lifetime. The single calculation method for this is Discounted Cash Flow; the Net Present Value of […]

July 26, 2019

NPS (18) – Relationship between NPS trends and revenue / market share – 18th in the series on NPS

Maurice FitzGerald / Blog, Net Promoter System, NPS / customer culture, Customer Experience, Net Promoter System, Surveys /

This is the 18th article in a series on the Net Promoter Score and Net Promoter System. The subject this time is a critical one: the relationship between NPS trends and revenue. The topic has been somewhat controversial over the years, though I am not entirely sure why. If you work for a for-profit organization, […]

World map used for blog on cultural differences

July 19, 2019

NPS (17) – Does culture affect NPS / customer survey outcomes? – 17th in the series on NPS

Maurice FitzGerald / Blog, Net Promoter System, NPS / customer culture, Customer Experience, Net Promoter System, Surveys /

This is the 17th article in a series on the Net Promoter Score and Net Promoter System. This time I cover cultural differences in the way people respond to surveys. As a person who has lived and worked in seven countries, I believe cultural differences exist and matter. My career has taken me regularly to […]

July 16, 2019

NPS (16) – Five more survey response rate improvement suggestions – 16th in the series on NPS

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

This is the 16th article in a series on the Net Promoter Score and Net Promoter System. In addition to the direct marketing techniques mentioned in my last article, here are some additional ways of improving response rates to email-based surveys, in priority sequence: By far the most important thing you can do is allow […]

July 10, 2019

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

Maurice FitzGerald / 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 / 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 […]