ClearAction
JANUARY 6, 2021
This is success-limiting because Net Promoter Score® implies (probably inaccurately) that customers who are inclined to say good things about your company will offset customers who are inclined to complain about your company. Relevance means each functional area readily recognizes VoC as useful to their specific role.
Waypoint Group
AUGUST 1, 2018
then your customer feedback program ought to go well beyond just measuring Net Promoter Score (NPS) / customer sentiment and instead be oriented to capture the voice-of-customer. Just because something scores low doesn’t mean that an improvement there will drive the biggest bang-for-the-buck. R eveal the results.
Waypoint Group
APRIL 13, 2022
Are they speaking about tactics like bounce or abandon rate, number of responses, or acquiring Net Promoter Score? How will you know if the Net Promoter Score is “statistically significant” (your leadership will ask!) ?
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