Re: Perception of Anonymous Survey Responses
I have used a couple of approaches to the idea of anonymity. I think your best option is to emphasize the value of the non-anonymous survey response. My experience is that customers concerned about...
View ArticleRe: Can anyone offer tips on tieing relationship manager remuneration to NPS?
Hi George. Congratulations on a succesful NPS programme, I would assume that many companies would be very happy getting just a bit of same success. Tying NPS to incentives, KPIs (leading to...
View ArticleRe: Cutoff point between promoters, passives and detractors?
Hi MaryEllen, If you have several responses to an account, I would suggest that you portray the account based on the NPS distribution. In your example, the score would be -30 (7 passives and 3...
View ArticleAuto Insurance Benchmarks - Year-Over-Year Differences
Hello- I've been reviewing the 2013 Satmetrix benchmarking results for the Auto Industry and noticed some pretty big differences in the scores for several of the companies compared to the 2012 results....
View ArticleRe: Best Practice
I have a query regarding NPS Survey. Can someone tell me how many responses should be used as a minimum count that I should use as a base for calculation? I want to compare quarter to quarter and draw...
View ArticleRe: What companies do customer loyalty right?
Customer loyalty is all about attracting the right customer and inducing them for the act of buying once then often and afterward in higher quantities and bring even more customers. These activities...
View ArticleRe: Method to Identify Common Respondents Over Years
Julia, My name is Mark Dunlap and I am the Director of North America for CustomerGauge (www.customergague.com) CustomerGauge reports history of each respondent giving an easy way to track their NPS...
View ArticleRe: Using Driver Charts and Gap Analysis to Identify Areas of Improvement
Hi Candu Thanks. It did help. To start off, I ran this model with just the first degree variables. I got a R^2 value of 0.4. As you know, a regression model will not tell me if this is a good score or...
View ArticleEmployee NPS vs. Employee Engagement
We recently conducted an employee survey and used the NPS question to calculate an employee NPS (eNPS). The eNPS was very low, and had dropped rather significantly since last year. We also included...
View ArticleRe: Employee NPS vs. Employee Engagement
Did you ask the follow-up question to capture more specific insight or just the numerical NPS question?
View ArticleRe: How many questions on your NPS tool?
We run Realtime touchpoint NPS surveys for our customers and, in our sales touchpoints, we ask just two questions1. NPS question2. Verbatim question seeking qualitative information on reason for above...
View ArticleRe: Sales department NPS vs. Company NPS
Hi PatrickIn our company we find that our Sales NPS always sits much higher than our Service NPS. This is partially because in our industry usually a purchase is a positive emotional purchase for the...
View ArticleRe: Follow-up NPS Survey to Detractors. A good idea?
Hello, we did this as part of our original pilot for realtime NPS transactional surveying. After our Resolver Agent had closed the loop with the customer, and asked the customer if it was ok to send...
View ArticleClassifying third party interactions under NPS
At our company we categorize Net Promoter Score and send out Satisfaction Surveys to all customers. One internal debate we have had is whether to grant our reps an origin exemption (no survey sent) to...
View ArticleRe: NPS Benchmarking
Hello Roddy I found this post when researching other items on NPS so apologies for the delay in responding. Our company operates in the agricultural space. We have sucessfully developed benchmarks...
View ArticleReal-time data collection tools
Hi All, I am looking to start a real-time data collection NPS program and wanted to know what tool/product are out there for this. For example, when a customer logs into their account for our...
View ArticleWhat data should be excluded from the NPS calculation?
Our on-line customer satisfaction survey is completed by numerous people in the value chain, not just our transactional customer. Because we provide engineered products to the industrial construction...
View ArticleRe: Real-time data collection tools
Nick, Maybe this will get me kicked off the site but if you're looking for real time NPS centric systems take a look at CustomerGauge. (http://customergauge.com/). Disclaimer: we resell this system in...
View ArticleHow to counter arguments about "needing more data" from surveys?
Hi Folks, I was just wondering if any of you have had to deal with objections and arguments about requiring more data from the surveys you do. The particular objection I am hearing is that a single NPS...
View ArticleAerospace & Defense NPS scores
I am an Orgranizational Development consultant and work for an aerospace & defense company. We just started to use NPS as a way of measuring customer satisfaction for internal services to our...
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