New Research: Customer Effort Score Debunked, NPS® Vindicated

Is the new iPhone better than the latest Android phone? Ask 10 people and you’ll get 10 different answers — all of them based on opinion.

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It’s similar with customer feedback metrics. Should you use Net Promoter® or Customer Effort Score or Customer Satisfaction or some other new fad metric?

The opinions vary widely based on the last blog the person has read.

[Read more…]

Predicting American Airlines’ Net Promoter Score® Using Twitter

In this recent post by Fonolo American Airlines was hammered for having an outstanding (in a bad way) number of Twitter users complain about being on hold with them.

This got me to thinking:

How good is crowd data at predicting the Net Promoter Score for an organisation?

As it turns out it’s a pretty good indicator so let’s review it in detail. [Read more…]

Insurance Agent Receives Net Promoter Score® of +98

Over the week we’ve read a very interesting case study on an insurance agent. It’s interesting due to the fact that the company claims to have received a Net Promoter Score of +98 – A score in which we believe is unusually high. Nevertheless, we’ll provide you with some of the details on how they Rising_Arrowreached such a milestone.

The insurance industry is one industry that is not usually known for its high level of customer satisfaction. The company insureon however is changing such a perspective having received a Net Promoter Score of +98. [Read more…]

A German Family-owned Business Strengthens Ties Through Net Promoter®

corporate-governanceA successful German wholesaler drives business through Net Promoter implementation. With an already strong product line, the company implemented Net Promoter to improve customer service and strengthen ties with their customers.

W. & L. Jordan GMBH, with over 50 stores across Europe has been around since 1919 and promotes themselves as a customer centric organisation. The organisation sought the services of CustomerGauge in order to implement the Net Promoter to improve business through a customer feedback program which can be effectively measured. [Read more…]

Digital and Innovation Agency Drives Business with Net Promoter®

Service chart with red markerUK based digital and innovation agency Volume proves there are no right or wrong industries for using the Net Promoter approach. In fact with a score of +60 the organisation is out in front of many of its’ peers:  Amazon’s score is 76 and Apple’s is 71.

Here is a company doing things  differently. Being a small agency with big success in a tough industry wasn’t enough for them. They decided to implement Net Promoter to actively seek out flaws and correct them. [Read more…]