Top of Page

Archive | NPS

Estimating Other "Likelihood to Recommend" Metrics from Your Net Promoter Score (NPS)

In the realm of customer experience management, businesses can employ different summary metrics of customer feedback ratings. That is, the same set of data can be summarized in different ways. Popular summary metrics include mean scores, net scores and customer segment percentages. Prior analysis of different likelihood to recommend metrics reveal, however, that they are highly […]

Continue Reading

Battling Misinformation in Customer Experience Management

I read an article last week in Scientific American that has implications about the field of customer experience management (CEM). The article, Diss Information: Is There a Way to Stop Popular Falsehoods from Morphing into "Facts"?, discusses the phenomenon of widely held beliefs that are not true. Think about President Barack Obama's US citizenship status still […]

Continue Reading

Unmasking the Problem with Net Scores and the NPS Claims

I wrote about net scores last week and presented evidence that showed net scores are ambiguous and unnecessary.  Net scores are created by taking the difference between the percent of "positive" scores and the percent of "negative" scores. Net scores were made popular by Fred Reichheld and Satmetrix in their work on customer loyalty measurement. Their […]

Continue Reading

The Best Likelihood to Recommend Metric: Mean Score or Net Promoter Score?

A successful customer experience management (CEM) program requires the collection, synthesis, analysis and dissemination of customer metrics.  Customer metrics are numerical scores or indices that summarize customer feedback results for a given customer group or segment. Customer metrics are typically calculated using customer ratings of survey questions. I recently wrote about how you can evaluate the quality of your customer metrics and listed four questions […]

Continue Reading

The Net Promoter Score: Let Us Not Forget The Past

Those who cannot remember the past are condemned to repeat it. Those words are as true today as they were in 1905 when George Santayana coined that phrase. In 2003, the Net Promoter Score (NPS) was formally introduced by Fred Reichheld.  His and his co-developer's overstated claim that the NPS was the best predictor of business growth […]

Continue Reading

20 Best Practices for Customer Feedback Programs: Method and Reporting

Below is the next installment of the 20 Best Practices for Customer Feedback Programs. Today's post covers best practices in Method and Reporting. Best Practices in Method and Reporting Customer requirements are those aspects of the customer experience that are important to the customers. Establishing a comprehensive list of these customer requirements is necessary in any […]

Continue Reading

20 Best Practices in Customer Feedback Programs: Building a Customer-Centric Company

Customer feedback programs (sometimes referred to as Voice of the Customer Programs, Customer Loyalty Programs) are widely used by many companies. These customer feedback programs are designed to help them understand their customers’ attitudes and experiences to ensure they are delivering a great customer experience. The ultimate goal of a customer feedback program is to […]

Continue Reading

Customer Loyalty 2.0 Article in Quirk's Marketing Research Review

Read the study by Bob E. Hayes, Ph.D. in the October 2008 edition of Quirk's Marketing Research Review magazine titled Customer Loyalty 2.0: The NPS Debate and the Meaning of Customer Loyalty. The article summarizes the NPS methodology, including its developers’ claims and opponents’ criticisms. Additionally, this paper includes research that examines the meaning of […]

Continue Reading

bob@businessoverbroadway.com | 206.372.5990

UA-23043697-1