Your boss walks in with a chart of the last 12 months of transactional Net Promoter® survey results. He’s not happy because the score went down last month. Looks like you’ll have to hunt around to find a reason for the change; or will you?
Just because your survey score has gone down, or up, doesn’t mean that there has actually been a change in the overall business NPS. It might just be a fluke of the sample you have collected. The change might be within the Margin of Error. [Read more…]