The Delighted Blog

Playing it safe is risky

Large companies with massive head counts, mountains of cash, and endless expertise, are rarely successful in creating truly differentiated experiences. Paradoxically, it’s the smaller companies with just a handful of employees and very little capital who are able to deliver the…

Good isn’t good enough

When is it safe for a company to let up on the gas when it comes to improving customer experience? This is a question we hear a lot at Delighted. Should you continue to invest in customer experience if your customers are satisfied with the current experience? It’s common for a company to…

When to send your NPS survey

Selecting the precise moment in which to solicit feedback from your customers can have a huge impact on both the quality and quantity of the feedback you receive. Survey too early and your customers may not have a full story to tell. Survey too late, and you lose the raw emotion…

What is a good NPS score?

One of the most common questions we hear from companies first embarking into NPS is “How do I know if my NPS is good?” There are two methods you can use to help contextualize your score — the absolute method and the relative method. The absolute method involves comparing your score…

12 reasons to follow up with detractors

Running a successful NPS program is more than simply asking your customers for feedback. It’s about using that feedback to fundamentally improve your product or service. But an often under valued aspect of doing NPS well is rigorously following up with…

Remember me?

You walk into your favorite coffee shop — you’ve been here dozens of times before. You order your typical cappuccino, and wait for the barista to ask for your name. You’re not quite sure if they remember you. This is when some baristas will simply ask, “What’s your name?”. Some will soften it a bit and…

The microwave curse

A microwave oven is supposed to be a convenient way to heat up a meal, pop some popcorn, warm some milk, or myriad other simple cooking tasks. It’s a welcome alternative to much slower options like an oven or stove.

Don’t ask your customers if you already know the answer

April 5, 2017

Haphazardly crafted surveys are everywhere. It’s an epidemic. Surveys can suffer from a variety of issues, and they all result in the cardinal sin of squandering customers’ precious attention…