As many of you know, public competitive NPS benchmarks are exceedingly rare. The only large-scale public customer satisfaction data I know of is the American Customer Satisfaction Index. So… the question I asked myself is whether it would be better than nothing to design a method of converting an ACSI score into an NPS number. […]
Welcome to the 52nd edition of my customer strategy newsletter. The five topics this week are: Short answer to a question about the economics of loyalty Reactions to articles on the non-relationship between employee and customer satisfaction Latest blog posts Notable items from other sites – AI analysis of airline satisfaction Looking forward Short answer to […]
Regular readers will know that I am not a fan of cost benchmarking. The reason is simple. I think it is almost always misused, sometimes producing disastrous results. The primary reason for the misuse is clear: the belief that lower costs are always better. New examples all the time Bad implementations are common. I have […]
My research this month and a year ago has established that there is little or no relationship between employee and customer satisfaction. The full article with the latest results is here. Like last time, the research has shown that there are some companies that combine the best and the worst. I have identified the companies […]
As explained in my last article here, I have completed my second annual study of the relationship between employee and customer satisfaction for large US companies that sell to consumers. The results confirmed my conclusion that there is almost no relationship between the two for most businesses. The study also allowed me to understand which […]
