The Blog

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.

In utilities, facilities management and manufacturing, the maintenance team's performance IS the customer experience. Yet the feedback almost never reaches the crews who shape it. Here are the four metrics maintenance should own, and the practical steps to get the data in front of them.

Most published social media statistics are US or global-centric, which is unhelpful when you're trying to decide which two or three platforms an Australian B2B business should invest in. This regularly updated post collects Australian social media statistics from a wide range of sources, with the analysis and platform-by-platform recommendations to translate the data into a decision.

NPS isn't a metric you bolt onto an existing survey, it's a process you build into the business. Confuse the two and you get the question without the value. Here are the eight steps, refined over 20+ years of NPS consulting, that take you from buy-in through to operating rhythm without skipping the bits most rollouts skip.

Most arguments about whether NPS works rely on the one or two studies that support whichever side is making the argument. Here's the full reading list, for and against, primary research only, in one place and kept current, so you can read both sides and make your own call.

Your boss is unhappy about last month's NPS drop and wants reasons. Before you start hunting for causes, check whether the drop is within margin of error, i.e. did it actually change! Here's how to calculate NPS margin of error (two ways), the Chi-squared test, and which to use when. Or skip ahead and download the free Excel spreadsheet.