18
Oct

How to Ensure Customer Survey Data Quality

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 … Read More

23
Aug

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

  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 … Read More

23
May

Net Promoter Score Improvement Plan

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, … Read More

25
Jul

How Effective is Your Voice-of-Customer Program?

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 … Read More

20
Apr

How to Use Responses from Open-Ended Survey Questions

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 … Read More

6
Aug

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

“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 … Read More

28
Apr

Do Employees Influence 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 … Read More

28
Jan

Cozy Up to Promoters as Part of Your Winning Strategy

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 … Read More