Digital agency Volume scores +60 on NPS, ahead of most of their industry peers, in striking distance of Apple's 71 and Amazon's 76. In an industry where trusted client relationships decide everything, that score is doing work. Here's how a small UK agency uses NPS to actively seek out and fix flaws other firms paper over.
Telstra started paying its resellers partly based on Net Promoter Score — a smart-looking lever, until you remember what happens to scores once incentives are attached. Front-line staff and reseller managers actively manipulate them, more than most companies expect. Here's what the anti-gaming strategy needs to look like, with worked examples of how gaming actually plays out.
Bain's Rob Markey turned up on a BBC radio show about the NHS Friends and Family Test and dropped five short observations that apply to almost any customer feedback program. Clarity over complexity. Accuracy as a false god. Here's the five, with the context that makes each one useful in your own program.