NPS® Isn’t Right for Renewals. But Feedback Is.

Same old Thinking

For many different reasons, one thing I can conclude about working in customer experience measurement: Net Promoter Score® (NPS®) is a polarizing topic. You either love it or you hate it. And my thought is always this, “If you’re using NPS to get a score, then it is just a survey and only benefits the […]

Making NPS Real

When I was the CMO of Ascentium, an award-winning digital agency in Seattle, my bonus structure was tied purely to the company’s quarterly NPS.  To me, this made sense- it was brilliant in its utter simplicity and like the whole idea around NPS and “The Ultimate Question”, one “score” served as a proxy for the […]

NPS Requires Much Larger Sample Sizes Than Alternatives

test your strength game

At Market Strategies, we receive all sorts of questions about Net Promoter Score (NPS): Where did it come from? What are its major pros and cons? Is it the Holy Grail of marketing research or not? I answered many of these three years ago in an article for the AMA’s Marketing Research Magazine. This post addresses the surprising […]

Interpreting Net Scores and Mean Scores for the Likelihood to Recommend Metric

calculator on graphs

How do people interpret mean scores and net scores? Is there an advantage of using one metric over the other? I am studying these two different ways of summarizing data to determine the usefulness of each method. A popular metric in the field of customer experience management (CEM) is based on the following question: “How likely […]

Grow Your Business by Focusing on Share of Wallet

share of wallet

At the Marketing Research Association’s Insights & Strategy Conference in Orlando today, Timothy  Keiningham of Ipsos Loyalty shared an update on the Ipsos Wallet Allocation Rule method, which won the 2011 NGMR Innovation Award. Traditional customer loyalty measures alone do a poor job of predicting Share of Wallet, the percent of category purchases captured by […]

Now We Have Smartphones; Shouldn’t We Try to Be Smarter about Surveys?

android-blackberry-iphone

This is a presentation from Survey Analytics‘ President, Andrew Jeavons, from the Market Research in the Mobile World Conference in Atlanta in July 2011. (By the way, it’s pronounced JEH-vons, not JEE-vons, as Andrew explains in the video…) Andrew presented guidelines for conducting mobile surveys, and he made suggestions for adapting Net Promoter Scores (NPS) […]