Net Promoter Score Analysis

Your boss walks in with a chart of the last 12 months of transactional Net Promoter survey results and he’s not happy! The score went

In a recent post on NPS data analysis I discussed using the Margin of Error method to determine if the difference between two Net Promoter

One may be the loneliest number but, when it comes to Net Promoter, Zero is special than you realise. I’ve been saying for a while

About 3 minutes after your first customer feedback or Net Promoter® survey goes out, management will be pounding the desk for a report with charts, analysis

In this recent post by Fonolo American Airs was hammered for having an outstanding (in a bad way) number of users complain about being on

Whoohoo your Transactional NPS® system dashboard tells you the score is up by 15 points, week on week. Good news! Let’s get this out to

In the on-going war to increase customer loyalty, should you focus on responsiveness or that cool new feature? Halve your telephone queue wait time

From the early days of data-driven marketing, it has been known that marketers can predict which customers are most likely to respond to an offer