Best Practice

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 program. Skim for the ones you're not already doing.

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 seven steps, refined over 15 years of NPS consulting, that take you from buy-in through to operating rhythm without skipping the bits most rollouts skip.

Patient experience is now a board-level metric in most health systems, but the NHS Friends and Family Test and other NPS-derived patient measures all have quirks the textbook NPS playbook doesn't address. Here's how NPS adapts to healthcare, what benefits it delivers, and where the limitations bite hardest.

It's tempting to use NPS to track staff performance, particularly when the business has grown beyond where the CEO can be everywhere. It's also a fast way to break the program. Here's why score-focused NPS produces score-begging instead of improvement, and what to focus on instead, including the surprising case for targeting response rate not NPS.

Three minutes after your first NPS survey closes, somebody senior will be pounding the desk for a report. The question is what to put in it beyond the score. This on-demand webinar covers small-sample handling, why score-focus backfires, reducing score-begging, and the nine elements every NPS report should include.

When the feedback is rolling in and the initiatives are being rolled out, it's tempting to think the NPS program is operating well. Cox Automotive ran 100 initiatives in 18 months and still had room to lift. Here's the 121-item attribute list of what a high-performing Net Promoter program actually does, across buy-in, operations, initiatives, retention and growth.