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 […]
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 […]
Welcome to the 100th Customer Strategy newsletter! The five topics this week are: 100 newsletters already? When is it OK not to bother with improving customer experience? Latest blog posts – New series on NPS continues Notable items from other sites – CXO Infographics, 100 customer-centric companies Looking forward 100 newsletters already? Yes, this is indeed […]
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 […]
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 […]
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 […]
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 […]
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 […]
