When someone gives you a zero on NPS, they aren't just rating you, they're sending a message. The data backs it up: response rates spike at zero across four companies, and comment rates climb as scores fall, in a remarkably consistent shape. Here's the analysis, why it matters for service recovery design, and the case for treating zeros as a separate workflow.
Strategy firms, software vendors and specialist consultancies all sell Net Promoter Score help, and they are not interchangeable. Here is how to tell which one you need, the six questions that separate a good NPS consultant from a costly one, and the red flags to walk away from.
It's tempting to use NPS to track staff performance. It's also a fast way to break the program. Here's why score-focused NPS management produces score-begging instead of improvement, and what to focus on instead, including the case for targeting response rate not NPS.
Wall Street pressure pushes companies to cut customer service costs to hit the next quarter, even though the University of Michigan's hedge portfolio based on the American Customer Satisfaction Index shows customer satisfaction beats the market. Here's the case study, the research, and what it implies for treating customer service as an investment instead of a cost line.
How good is your NPS? It's the question every CX leader gets asked, and the one with the answer people want to hear least. Here's why external benchmarks are mostly useless, and the two approaches that actually work.
Should you use NPS? It depends, but not on the things most write-ups focus on. Here are the seven genuine strengths of the methodology and the five real weaknesses, with the trade-offs you actually need to make a decision.
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