Great News We are genuinely delighted to announce that our NPS (Net Promoter Score) and CRQTM (Customer Relationship Quality) scores are fantastic, again! Stifle that yawn – I promise it gets more interesting. We are very proud of this picture. Most of our customers are promoters – they love our products and services and are […]
Back to one of my pet topics: What is a ‘Good’ Net Promoter Score? More specifically, what’s a good Net Promoter Score score for a football team? OK, I know NPS wasn’t designed as a footballing metric but bear with me as I try to illustrate a point about how Net Promoter Score works and […]
Net Promoter Score I came across two posts on LinkedIn recently where two separate business-to-business (B2B) companies – one professional services company and one IT services provider – announced the exact same Net Promoter Score results from their clients: +91. The spokesman for the profession services company was particularly chuffed: “We were delighted with the results of the […]
The Service Recovery Paradox (SRP) A couple of years ago, I wrote a blog called The Service Recovery Paradox – Fact or Myth? Today I’m looking more specifically at whether the Service Recovery Paradox is true for business-to-business (B2B) relationships. But first, a quick recap on the basics of SRP. The Service Recovery Paradox is a […]
Interview with Professor Nick Lee Some weeks ago, I met Nick Lee, Professor of Marketing at Warwick Business School to discuss his views about Net Promoter Score (NPS). I specifically wanted to get Nick’s views on NPS as a measurement tool. Does it work? Is it linked to sales growth? What does Net Promoter Score even measure? Nick has […]