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.
CSAT has been around since the 1980s, so it must be the safe choice, right? Not quite. Customer satisfaction does predict loyalty, but on its own it explains only about 8% of it. What the largest study of satisfaction found, what a review of thirty years of research found, and which metric to choose when you can only run one survey.
Customer Effort Score was sold as the metric that would dethrone NPS. But new independent research from Groningen, with no axe to grind, runs the numbers and the result is more interesting than either camp saw coming.
Delighted has closed. InMoment's owner now belongs to Qualtrics, and no end date for InMoment has been announced. Here is what has happened, with dates and sources, and what a B2B company in Australia or New Zealand should look for in a replacement.
Published B2B Net Promoter Score® benchmarks run from an Australian average of 0 in 2024 to vendor figures of 68 in 2026. Here are the figures with their sources, why they disagree, and how to tell whether your own score is good.
Your customer feedback program is humming along, reports going out, scores flat, nothing changing. That's almost always a root-cause-analysis gap, not a data gap. Here's how to run a 5 Whys session properly, with a worked example and the gotchas that quietly undermine the technique in practice.