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In this post, let’s explore the frequency of collecting NPS data. If you are doing a once a year NPS relationship measure, you are missing the point. Yes, NPS is a measure of customer loyalty, yes, NPS links to financial performance, but the point of NPS is how it drives a customer centric culture. That…

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When considering your NPS program design, you need to decide which customers to invite to participate in your NPS survey. Do you ask everyone? Or do you select just a sample? With web based surveys providing a cost effective listening strategy, you need to define an effective sampling strategy. Two big considerations: transactional or relationship,…

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