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Tag Archives | Net Promoter Score

The Hidden Bias in Customer Metrics

Business leaders understand how their business is performing by monitoring different metrics. Metrics are essentially a summary all the data (yes, even Big Data) into a score. Metrics include new customer growth rate, number of sales and employee satisfaction, to name a few. Your hope is that these scores tell you something useful. There are a few ways to […]

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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 […]

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Respondents Needed for a Study about the Use of Net Scores and Mean Scores in Customer Experience Management

I am seeking help from customer experience management (CEM) professionals to complete a short survey (~5 minutes) for my research.  In return for your contribution to science, I will give each survey respondent a copy of my new customer experience management book, TCE: Total Customer Experience (pdf version). Background to Research: Net Scores and Mean Scores I […]

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