The Business Leaders’ Practical Guide to Implementing Net Promoter
In this step by step document we lay out what we know from experience you need to do to become an organisation that drives value from the Net Promoter approach.
The 5 Whys Root Cause Analysis Template
5 Whys is one of the most commonly used quality system tools. It is a simple and methodical way to identify the root cause of an issue. The real value of the process is that it drives you to find and solve the underlying cause of the issue not just the obvious symptom.
How to Implement an Effective Customer Feedback System
How hard could it be? You want to know what customers want so just ask them a few questions. Actually, it’s not quite that easy and there are a few tricks and traps to collecting this information.
Net Promoter Score® — An Introduction
We talk to lots of people about Net Promoter Score and there are many mis-conceptions about it. So we put together this brief introduction to answer the questions we hear most often.
Net Promoter® Comparison Tester
Just because your survey score has gone down, or up, doesn’t mean that there has actually been a change in the overall business NPS®. The statistical tester will tell you if it is just a fluke of the sample you have collected.
Return on Retention Estimator
One of the challenges that our customers often give us is to justify investment in Customer Retention, i.e. how much should I spend to keep my existing customers. We have simplified one of our advanced ROI tools to estimate Profit Improvement with just four pieces of company information.
10 Mistakes People Make When Running Customer Surveys
Any organisation that wants to build its business long term needs to listen to and act on customer feedback. This need to capture customer feedback has driven many companies to develop and execute customer surveys.