Customer Effort Score was sold as the metric that would dethrone NPS. But new independent research from Groningen, with no axe to grind, runs the numbers and the result is more interesting than either camp saw coming.
Delighted has closed. InMoment's owner now belongs to Qualtrics, and no end date for InMoment has been announced. Here is what has happened, with dates and sources, and what a B2B company in Australia or New Zealand should look for in a replacement.
Published B2B Net Promoter Score® benchmarks run from an Australian average of 0 in 2024 to vendor figures of 68 in 2026. Here are the figures with their sources, why they disagree, and how to tell whether your own score is good.
Your customer feedback program is humming along, reports going out, scores flat, nothing changing. That's almost always a root-cause-analysis gap, not a data gap. Here's how to run a 5 Whys session properly, with a worked example and the gotchas that quietly undermine the technique in practice.
Misunderstanding Reichheld's "one number you need to grow" paper has led a lot of teams to build one-question NPS surveys. But they don't collect enough information to enable change. Drawing on hundreds of NPS survey designs across B2B and B2C, here are the elements of an effective NPS survey: one that tracks where you are and shows you how to improve.
When skeptical executives ask whether NPS actually moves revenue, vague assertions don't help. Here's a running collection of public case studies, B2B and B2C, with the hard numbers, for the next time you need proof in the room.
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