Customer Experience

Are there circumstances in which a company should exclude customers from NPS (Net Promoter Score) surveys?

There is a fairly simple question you can ask yourself to help you determine if a customer should be included in your NPS survey or not. That is …

What is the average NPS response rate these days?

As already mentioned here by a few people, response rates are going to fluctuate from company to company due primarily to both the timing of the survey and the relationship the company has with the customer.

Is there an immediate benefit to Net Promoter Score? Is it worth the investment?

The quick answer is, HELL YES … there are immediate benefits (both strategic and financial) and it is absolutely worth the investment.

What are some good techniques, methods or incentives for boosting customer and user participation in surveys?

Contrary to what most people think, I believe that survey incentives are a bad idea.

I want you to want me: Net Promoter Score in Today’s Digital Age

On-Boarding Net Promoters: How To Move Your Clients from the “Foyer” to “Living Room” in 90 Days.

How often should I send the Net Promoter Survey (NPS)?

There is no “one size fits all” in terms of when and how often you should be surveying your customers. It depends on your business model, your relationship with your customers and their level of interaction with your product or service.

How can I increase the response rate of Net Promoter Score?

Knowing your customers true sentiment and where they call within the scope of Promoters/Passives/Detractors is very important, and the WHY is even more so.

Does Net Promoter Score (NPS) work for web applications? If so, why isn’t it popular among startups?

Net Promoter is incredibly effective for web applications/web services, and can be a big driver of growth if used correctly. It’s reach and popularity at…