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CSAT vs. NPS

According to the certification, a customer who is satisfied does not necessarily mean will recommend your product or service.  We are in a BPO industry and one of our clients created a survey question...

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Re: I am taking the online certification course and would like to understand...

Once ready, send an email to the contact.They will send you the link and pasword. tks

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Question about Join / Get Help

Hi there! I've heared two different answer to this, so I wanna check your opinion and perhaps arguments. If a company has got, say, 70% Join and 30% Get help answers from their poll - how do you...

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Re: NPS: New employees Vs. Old employees

A not unusual ( but not consistent) reaction, whatever the sector.  Make sure your NPS insight focuses on celebrating success rather than being weighted towards identifying weak practice. Your more...

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Free NPS Benchmarks Chart

I would like to see the benchmarks chart that you have listed on your site as free, but the link is not working.  How can I get that document? thank you.

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Analizing the nps scores

In my business we are applying the nps for delivering service. How about if a customer gives us a score of 5 (detractor), and his comment is based on the fact that he has been receiving his orders very...

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Re: Analizing the nps scores

We hear similar concerns from our call center agents when they receive a survey for an issue that was touched my multiple agents. (Not surprisingly, the concern only seems to arise if the issue is...

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Re: I am taking the online certification course and would like to understand...

Once ready, send an email to the contact.They will send you the link and pasword. tks

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Re: Question about implementing NPS in a phone survey

Iwould adviseyou toexamine...

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Re: Question about implementing NPS in a phone survey

"However, we're facing a challenge - with the phone survey option, it becomes much more challenging to implement it with 10 being an option." Would you clarify what you mean?

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Re: how many client scores are enough to feel confident about the score?

Response rate and margin of error are pretty easy to calculate (there are free online calculators that are easy to find) and that will give you the scientific answer to how confident you can be about...

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Re: how many client scores are enough to feel confident about the score?

Thanks Mark, that makes complete sense.

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Is it possible to do the root cause analysis in the relationship survey?

Hi! my company uses both relationship and transactional NPS.  In our relationship survey, we ask not only for the recommendation score & the open question, but also ask for the satisfaction with...

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Re: What should the response rate be for B2B customers?

Hello, this figure is really not good. You are not getting the actual responces. your database need to moderate. The response rate should be atleast between 45% - 50%. It is a sweet spot of response...

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NPS in text message feedback

Hello,I am thinking to collect feedback via text message where customers can submit their feedback and type "+5" etc for feedback score.  My question, does anybody has done this sucesfully? I was...

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Best way to present NPS

Hi all, I've just been given the portfolio to monitor the NPS for the regions we have business in.  What would be the best way to present an executive management reporting presentation deck?  Also, is...

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Re: What is the NPS benchmark for Internal IT Service Providers?

Similar to the above post, I'm currently woking a NPS survey for our internal IT service customers.  Can anyone share the most effective question formats and lessons learned from an internal NPS...

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Re: NPS in text message feedback

How are you going to collect the follow-up question in free text format? e.g. "Can you describe the main reason for your rating .." I suggest you'd rather send the customer to a mobile optimized...

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What percentage of revenue should NPS Respondents represent?

I'm running an NPS program at a SME with approximately 80 employees, and 450 customers worldwide. At our company, approximately 80% of our revenue can be attributed to less than 10% of our customers....

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Exercise 6.7 - how to complete if no correlation data provided?

I am not clear on excercise 6.7 as to how to answer the questions.Was there supposed to be charted correlation data presented in the video, or are we just making our best guess about correlation and...

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