SurveySensum
DECEMBER 22, 2023
Unfortunately, this is not an isolated case of NPS gaming. Businesses (their agents) use tactics like offering incentives to customers, badgering or threatening customers, etc, to manipulate their NPS scores. If feedback is manipulated or inauthentic, the NPS score loses its value. Let’s find out!
SurveySensum
MARCH 1, 2024
A retail company, MagnetHome enthusiastically embraced the Net Promoter Score and started measuring customer loyalty. They gathered all the responses diligently but stumbled into the “Everyone’s-the-Same” trap – treating all scores equally. 6 Common Rookie Mistakes in Net Promoter Score Analysis 1.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Experience Investigators
NOVEMBER 16, 2021
Collecting feedback to collect feedback is a fool’s game. To measure this, Net Promoter Score (NPS) is reported for both new customers and those who have been with the company for 13 months. This is also where it’s important to define how to close the loop with the customer. Here are five ideas.
Customer Service Life
AUGUST 22, 2019
Net Promoter Score (NPS). If you’re considering this, think through whether any of these can be gamed in such a way that you no longer get an accurate representation of where you truly stand with your customers. Also, be sure to close the loop with your agents, coaching them on they can do differently the next time.
SurveySensum
MAY 19, 2023
This is where Net Promoter Score (NPS) comes into play. NPS, or Net Promoter Score, is a CX metric used to gauge a business’s customer satisfaction and loyalty. And generally, a negative score indicates poor performance because of more detractors. And this is where NPS comes into play.
ClearAction
APRIL 18, 2020
Resolving the instance is the norm today, driven by voice-of-the-customer technology vendors’ emphasis on closing the loop with customers who rated something poorly in a survey. Among Net Promoter Score® fans, it’s called “closing the outer loop” whereas resolving the instance is known as “closing the inner loop”.
Lumoa
FEBRUARY 9, 2023
Customer Experience Management Customer Experience Management (CEM, CXM) is tracking and understanding your customers’ experience, acting on that understanding, and closing the loop with the customer. This type of survey is a great way to close the loop on customer interaction and make sure that you’ve met their expectations.
Expert insights. Personalized for you.
52 
Let's personalize your content