The Blog

Every year a new customer-feedback metric arrives promising to make all the others obsolete. NPS, CSAT, CES, NEV, the arms race never stops. Here's how to pick one and stick with it, and why chasing the latest fad costs you more than it saves.

You don't need a dedicated NPS platform to calculate NPS. Excel's COUNTIF function does the job in about three formulas. Here's a step-by-step build of an NPS calculator in Excel or Google Sheets, with the downloadable spreadsheet to adapt to your own data. Useful for piloting NPS before you commit to a paid tool.

Before you spend time and money implementing NPS, you need to be sure it deserves a place in your business. Here are nine evidence-backed reasons it probably does: shareholder value, revenue prediction, organisational loyalty, and a couple that surprise most people.

Surveys have been used to understand what customers think for more than a century, but they also have real disadvantages you need to be aware of. After twenty years running customer and market research, here are ten advantages to lean into and the limitations to design around.

After 8+ years of NPS implementations across many industries — plus contributions from some of the best-known voices in the customer feedback community — here are 41 practical best-practice tips. They apply to NPS, Customer Effort Score or any voice-of-the-customer programme. Skim for the ones you're not already doing.

CFOs ask for the empirical link between NPS and growth, and most CX teams reach for the Reichheld papers. Wolters Kluwer Asia Pacific's CFO ran the numbers on their own data - and found the correlation between NPS, retention rate and revenue inside a long-tail subscription business. Here are the lessons from how they did it, the video, and the full transcript.