15 May, 2019

4 Tips for Effectively Communicating Your Survey Data

By |2019-05-16T12:44:05-07:00May 15th, 2019|Categories: Net Promoter Score|

My wife and I welcomed our firstborn son, Stanley, this past winter. Despite months of research, buying the latest gadgets, and a mountain of unsolicited parental advice, nothing prepared us for the loads of complicated information we would have to retain. Whether it’s navigating the complex world of insurance claims or heeding advice from the [...]

17 October, 2018

Five Tips to Recharge Your Net Promoter Score Program

By |2018-10-18T09:41:33-07:00October 17th, 2018|Categories: Net Promoter Score|

Budget season and annual planning is here again. That means you are likely evaluating the progress you’ve made over the past year and whether you’ve realized expected outcomes. Now is also the time when many company leaders assess their Net Promoter Score program. What is the first thing that comes to mind? If it’s not [...]

9 July, 2018

3 Methods to Calculate Your Net Promoter Score in B2B Companies

By |2018-07-10T08:56:54-07:00July 9th, 2018|Categories: Net Promoter Score|

Net Promoter Score (or NPS) has long been recognized as a powerful tool for organizations to assess customer satisfaction and loyalty, and it’s easy to see why. Studies by creator Fred Reichheld determined the “likely to recommend” question had the strongest statistical correlation with repeat purchases and referrals—a key component to the long-term success of [...]

23 August, 2017

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

By |2018-03-26T14:06:43-07:00August 23rd, 2017|Categories: Net Promoter Score|Tags: |

  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 |2018-03-21T15:30:27-07:00May 23rd, 2017|Categories: 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 |2018-03-21T15:34:34-07:00July 25th, 2016|Categories: 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 [...]

6 August, 2015

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

By |2019-06-27T14:03:53-07:00August 6th, 2015|Categories: Net Promoter Score|Tags: , |

“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 |2018-03-21T15:39:47-07:00June 25th, 2015|Categories: 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 |2018-03-21T15:40:17-07:00April 28th, 2015|Categories: 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 |2018-03-21T15:40:29-07:00January 28th, 2015|Categories: Net Promoter Score|Tags: |

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 [...]