Do customers know too much about NPS?
22 December 2021
Have you ever paused before answering the "would you recommend" question, maybe wondering if you really want to be a "Promoter" or "Detractor"?
If so, you're not alone.
Our panel research shows that 10% of customers change the score they give because they know how NPS works.
Even more concerning, this rises to 28% of customers aged 25-34, many of whom say NPS is used in their workplace.
NPS Best Practice
If you’re using Net Promoter Score (NPS) as your headline measure, this webinar is a must. NPS should be the starting point for customer insight, not the ultimate goal.
News & Opinion
What is a Net Promoter Score (NPS)?
There's no doubt that word of mouth (positive and negative) is a big part of the reason that customer satisfaction links to business performance, and Net Promoter Score (NPS) taps into that mechanism. Here we look at a definition of NPS and how we can help your organisation measu...
The Flaws of NPS and How to Get the Most Out of it
The Net Promoter Score approach to customer research has strengths, but it also has many weaknesses. Some experts argue that NPS is useless because of these, but it's as big a mistake to dismiss NPS altogether as it is to embrace it unthinkingly. In this webinar we'll look at th...
NPS, CSAT & Customer Effort
It's important to have customer research metrics that will resonate with the board and deliver actionable insight. There are a range of headline metrics to choose from and we can work with you to identify the right one(s) for your business.