Tag: Customer Feedback

After 8+ years of NPS implementations across many industries — plus contributions from some of the best-known voices in the customer feedback community — here are 41 practical best-practice tips. They apply to NPS, Customer Effort Score or any voice-of-the-customer program. Skim for the ones you're not already doing.

Tying staff bonuses to NPS feels like good management — until the score becomes the goal, the surveys get gamed, and the customer experience quietly gets worse. Here's the research on why incentivising the number backfires, and what to measure instead.

When someone gives you a zero on NPS, they aren't just rating you — they're sending a message. The data backs it up: response rate and comment rate curves spike at zero across multiple companies in a remarkably consistent shape. Here's the analysis, why it matters for service recovery design, and the case for treating zeros as a separate workflow.

Two small changes to Iron Mountain's NPS survey invite doubled their response rate — change the "from" name to a real person, and embed the first question in the invite itself. That's it. Here's the full case study, why each change worked, and the knock-on effect on internal engagement when the data became hard to argue with.

When the feedback is rolling in and the initiatives are being rolled out, it's tempting to think the NPS program is operating well. Cox Automotive ran 100 initiatives in 18 months and still had room to lift. Here's the 121-item attribute list of what a high-performing Net Promoter program actually does — across buy-in, operations, initiatives, retention and growth.

After 15 years implementing NPS across organisations of every size and shape, a small set of factors keep predicting whether the program will work. Here are the seven — split into Essential, Good-to-Have and the one nobody expects (external benchmarking is less important than you think) — so you can fast-track the bits that matter and de-prioritise the rest.