Since I have written in the past about Net Promoter Score (NPS) the publishers of this most recent book sent me a copy and it’s about time I posted my review. There has been much criticism of NPS as a single measure of loyalty. With most of the criticism centered around the disbelief that a [...]
Filed under: Customer Focus, Customer Loyalty, Customer Strategy, Net Promoter Score, Uncategorized | 4 Comments »
The Net Promoter website describes the Net Promoter Score (NPS) as providing “the single most reliable indicator of a company’s ability to grow.” There has been an on-going debate about how true this statement is and the real value of NPS, particularly for senior executives. To better understand some of what the debate is about, [...]
Filed under: Customer Feedback, Customer Research, Net Promoter Score, Voice of the Customer | 10 Comments »
According to the 2007 Retailer Customer Satisfaction Survey what customers look for in a retailer comes down to three things – value, service, and shopping experience. The study breaks these down into cost, employee helpfulness, quality of the merchandise sold, return policies, cleanliness and ease of finding merchandise (“the six qualities”). The survey indicates [...]
Filed under: Customer Satisfaction, Employees, Net Promoter Score, Retail | 1 Comment »
