18 October, 2017

How to Ensure Customer Survey Data Quality

By | 2017-10-18T13:00:52+00:00 October 18th, 2017|Best Practices, Net Promoter Score|

What steps should companies take to ensure they are getting an accurate picture of what’s going on across their customer base? It’s a big question—and an important one to answer before you start relying on customer survey data internally. In fact, we created a video to specifically cover survey data quality: One of the biggest [...]

23 August, 2017

Fireside Chat: Parchment Drives Retention and Growth with Net Promoter System

By | 2017-08-24T13:06:21+00:00 August 23rd, 2017|Fireside Chat, Net Promoter Score|

  Parchment is a digital credential service that serves over 9,000 organizations who use their platform to exchange transcripts and other credentials globally. The company’s customer-centric vision led them to adopt the Net Promoter® System as one of several methods to measure the customer experience. We sat down with Kevin Martin, Parchment’s Senior Director of [...]

23 May, 2017

Net Promoter Score Improvement Plan

By | 2017-07-06T14:58:45+00:00 May 23rd, 2017|Net Promoter Score|

If your Net Promoter Score survey program has stalled, you’re not alone. We often receive inquiries from companies frustrated at the lack of progress made when it comes to prompting leaders across the business to take the necessary actions that will ultimately increase customer loyalty and, with it, the company’s Net Promoter Score. Many times, [...]

25 July, 2016

How Effective is Your Voice-of-Customer Program?

By | 2016-07-26T15:04:16+00:00 July 25th, 2016|Best Practices, Net Promoter Score|

From informal tactics such as social media monitoring to formal approaches such as customer satisfaction surveys, it’s safe to say most businesses embrace some form of capturing customer feedback. Regardless of where your organization fits in, you’ve likely wondered: Could we be doing more? The short answer is yes. That’s because an effective Voice-of-Customer program is [...]

20 April, 2016

How to Use Responses from Open-Ended Survey Questions

By | 2016-05-18T11:52:49+00:00 April 20th, 2016|Best Practices, Net Promoter Score|

From determining the appropriate amount of questions to ensuring an accurate sample size, designing a B2B customer satisfaction survey involves many important decisions. And one of the first choices you will face during this process is deciding what types of questions, including open-ended and closed-ended questions, to include in the survey. The most effective customer [...]

26 October, 2015

Fireside Chat with Evan Klein: How HR Solution Provider, TriNet, Listens to the Voice of the Client

By | 2017-06-06T16:18:27+00:00 October 26th, 2015|Best Practices, Fireside Chat, Net Promoter Score|

Net Promoter Score Success Story As Manager of Client Success, Rajean Bosier is deeply involved in shaping the client success culture at TriNet. We sat down with her to discuss how the leading provider of a comprehensive human resources solution for small and midsize businesses is leveraging Net Promoter Score (NPS)®, along with other voice of [...]

6 August, 2015

Employee Net Promoter Score: How Does Your Company Stack Up?

By | 2017-04-06T10:31:00+00:00 August 6th, 2015|Employee Engagement, Net Promoter Score|

“What’s our Net Promoter Score?” Let’s face it, we’ve all been guilty of obsessing over our company's Net Promoter Score and subsequent attempts to find an adequate benchmark by which to compare it. And in the case of Employee Net Promoter Score (eNPS), it is particularly common. However, the NPS Score itself is meant to [...]

25 June, 2015

10 Examples of How You May Be Artificially Inflating Your Net Promoter Score®

By | 2017-10-02T10:09:38+00:00 June 25th, 2015|Best Practices, Net Promoter Score|

“Please fill out my survey, but only if it’s a 9 or 10.” In the world of Net Promoter surveys, there are many ways you can intentionally or unintentionally game the system to engineer a higher score. However, doing so only serves to offer a false sense of security. Besides, you want an accurate assessment [...]

28 April, 2015

Do Employees Influence Net Promoter Score?

By | 2015-04-29T14:33:44+00:00 April 28th, 2015|Best Practices, Net Promoter Score|

3 Best Practices For Promoting a Strong NPS Culture Among Your Employees Many factors influence your organization’s Net Promoter Score® (NPS), such as the ease of doing business with your company, the value customers associate with your products and services, or the degree to which the service experience delivered stands apart from the competition. But [...]

28 January, 2015

Cozy Up to Promoters as Part of Your Winning Strategy

By | 2017-02-01T12:35:13+00:00 January 28th, 2015|Best Practices, Net Promoter Score|

Much of the discussion coming out of the Net Promoter® community focuses on what to do with Detractors after they’ve been identified among your customer base. Intuitively, this makes sense – Detractors (the Net Promoter term for customers that answer 0 to 6 on the “Likely to recommend” question) are much more likely to defect [...]