Customer experience strategy blog - NPS, customer loyalty, implmentation

Scales for article on weighting research results

July 1, 2019

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

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

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 / 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 / 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 / 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 / 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 […]

June 8, 2019

NPS (6) – Getting useful feedback about one of your products, services, or customer projects

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

Unless your company only sells a single product or service, you need a separate process to gather feedback about each product or service you sell. While benchmark and relationship surveys cover a variety of people and job roles at the customer end, product and service feedback should come from the end users. To get reliable […]

Track relationships with an organization chart

June 3, 2019

NPS (5) – Relationship research with large B2B customers

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

A good relationship feedback process could be described as a non-anonymous mono-vendor benchmark survey. You usually only get detailed information about your own company. If you just have a small number of customers, say less than a hundred, you should simply interview them all face-to-face. If you have a large number of customers, you should […]

June 1, 2019

NPS (4) – Competitive benchmarks and supplier surveys

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

Quite a few companies sell NPS benchmark data. Some will do custom surveys to your design. Done properly, benchmark survey trends are the best predictor of revenue and market share trends for your company. Since benchmark surveys provide comparative data, they are actually the only credible predictors. All other survey types cover only your company. […]