Data Science Reveals 3 Problems with the NPS Dogma

Bob Hayes

The Net Promoter Score (NPS), a metric used to gauge the health of the customer relationship, has been used by companies for years. By applying data science principles to understanding the research behind the NPS, however, we see that the NPS claims have three serious problems.

NPS 94

Data Science Reveals 3 Problems with the NPS Dogma

Bob Hayes

The Net Promoter Score (NPS), a metric used to gauge the health of the customer relationship, has been used by companies for years. By applying data science principles to understanding the research behind the NPS, however, we see that the NPS claims have three serious problems.

NPS 92

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How to Choose the Best NPS Software for Your Business [2018 Update]

Retently

In the increasingly crowded market, each NPS® product strives to become noticeable by means of distinct features that makes it competitive and visible. Why a specialized NPS tool is a must. The benefits of using a specialized NPS tool. NPS survey templates. NPS workflows.

The Power of Classroom Learning

Horizon CX

When I first began my CX journey back in 2004, I was in that state of needing to learn a brand-new discipline where the learning options were few and far between—books, webinars, meetings, vendor conferences, and some short 1-day vendor presentations on the topic.

Course 141

The Power of Moderation – A 2020 Perspective

Horizon CX

In an MIT Sloan Management Review article published in 2004 entitled (coincidently enough) The Power of Moderation, author Herve Laroche discusses the downside of being a high-involvement individual within an intensity-driven organization and what he sees as the need for more moderate adherence. Communication Customer Experience Empathy Workplace customer experience employees Learning Net Promoter NPS sales surveys voice of the customer

A Perspective and a Prospective on CX

Horizon CX

Case in point—How many more articles are necessary to explain NPS? NPS is still a viable and valuable tool in the CX toolkit and it can certainly provide insights based on reasonable expectations.

Why invest in the Net Promoter Score?

Thematic

Are you wondering whether to invest in the Net Promoter Score (NPS) to improve your customer experience? The debate is rife amongst NPS evangelists and those who are more doubtful, so here I share some examples of companies who have invested in NPS and made real improvements. (In

Create and Send a Net Promoter Score Survey to Measure Customer Loyalty

ProProfs Chat

First introduced in 2004 by Friedrich Reichheld, Bain & Company , and Satmetrix , it has been widely accepted by all industries over the past decade. They rate you at 7 or 8 on the NPS scale. How to Create an NPS Survey.

Proving the ROI of the Chief Customer Officer Role, With Enrique Gomez Alonso – CB71

Customer Bliss

Before joining Zurich he worked from 2004 to 2015 at Vodafone Spain in several roles such as Head of Customer experience, Head of Strategic Planning or Head of Competitive and Business Intelligence. Episode Overview.

Customer Experience Professionals: Why We Do What We Do

ijgolding

KS: My foray into the CX discipline came about in 2004 quite by chance when, after years of serving in customer-facing roles, I received an offer I couldn’t refuse—to manage the Voice of the Customer program of a US-based B2B organization.

6 Ways a Survey Maker Can Help You

ProProfs Chat

This is where the Net Promoter Score (NPS) comes in. Invented in 2004, NPS was called the “the one question you’ll ever need.” Online survey software provides you with a platform where all the responses to you NPS surveys are automatically recorded and classified.

Is the Chief Customer Officer a Worthwhile Addition to the C-Suite?

Retently

If we are to look at the available research, we’d see that – back in 2004 – Forrester Research did a report that showcased how important a more centralized approach to the customer experience is. The most well-known and trusted CX metrics right now are NPS, CSAT, and CES.

Does AI Mean the End for Contact Centres or Simply Higher Levels of Customer Care?

CSM Magazine

Video chat consistently gives you 90+% NPS and CSAT ratings. which she founded in October 2004 and grew into a global SaaS solutions provider for Intellectual Asset Management.