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 […]
“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 […]
New study on relationship between employee and customer satisfaction. Journey mapping. Welcome to the 99th Customer Strategy newsletter. The five topics this week are: Relationship between employee satisfaction and NPS (not much) Customer Journey Mapping and scorecard reporting Latest blog posts – New series on NPS continues Notable items from other sites – Do Detractors really […]
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 […]
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 […]
