Your boss walks in with a chart of the last 12 months of transactional Net Promoter survey results and he’s not happy!
The score went down last month and he want’s to know why. 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…]