For more than 15 years I’ve been working with clients to create and run successful customer feedback and Net Promoter® programs. Over that time we have seen many implementations: some good and and some not so good.
While we’ve seen lots of great ideas and know quite a few pitfalls that will likely spell failure, we wanted to really expand the statistical validity of our anecdotal evidence.
So we performed some primary research. The goal of this research was to identify which attributes of the customer feedback and action process contribute to overall success and failure.
After analysing the responses from 80 participants we identified 6 Drivers and 7 Key Takeaways for organisations wanting a successful customer feedback process. [Read more…]