I came across this article in Fast Company Magazine today asking if Net Promoter (NPS) was really the ultimate question in customer experience management.
It is refreshing to see that there are companies out there willing to look past the hype of NPS and tailor their approach based on the unique needs of their own organizations. NPS has always been a great way of getting companies to rally around the voice of the customer, but its simplicity has been both, its greatest strength and weakness. NPS is simple to understand and explain; however, perhaps it is so simple that it doesn't allow for obvious actions or improvements.
I believe that companies that use the NPS and/or customer advocacy questions as part of their short but continuous customer feedback system are far more likely to see more obvious business results than those that follow a pure, single question approach. This is a trend we have seen in most of our clients’ businesses where they use an advocacy question in combination with other business relevant questions that can drive change and action.
Take a look at the article and join the discussion.
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