Turning customer feedback and NPS® results into operational change.
Once NPS data is flowing, the question of targets follows almost immediately. Set them badly and you'll get score-begging, gaming and demotivated staff. Here's a practical approach to setting NPS targets: the prerequisites, local targets vs global targets, and why you should wait longer than feels comfortable before setting any at all.
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.
More people name "getting management buy-in" as their biggest NPS roadblock than any other issue. The fix isn't more passion; it's a quantified business case that puts NPS on the same financial footing as operations' next phone-system business case. Here's how to build a rock-solid Net Promoter business case across sales lift, loyalty, and cost savings, backed by external evidence and real client numbers.
Weighing a pig doesn't make it fatter. Measuring NPS doesn't lift NPS, you have to do something with the data. After 20 years working with companies on NPS and business improvement, here are the seven steps the organisations who actually improve their score follow consistently, starting with listening to the right customers at the right time.
Simon Sinek built a TED talk on the power of "why". Toyota built quality systems on it. Toddlers run their entire education on it. Yet most NPS rollouts skip it entirely. Here's why "why" is the first question to ask before investing in Net Promoter, and the kinds of answers that should stop the program before it starts.
Net Promoter only generates value when employees engage with it, and they don't, by default. The CustomerGauge User Group surfaced five practical engagement plays that consistently work. Here they are: brand the program, give it local spin, share transparently, run "please contact me", and use NPS to break down cross-functional silos.