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Which is the best metric-CES, CSAT or NPS?

The SYSTEM trumps the SCALE!

05 Dec 2017

One of the most common questions I encounter when discussing customer experience with my clients or potential clients is: "Which metric is most efficient?" I have observed that all CX enthusiasts who spearhead CX initiatives at organizations spend considerable effort in understanding the 3 common...

Effectiveness of 0-10 NPS Scale

ADVANTAGES of 0 to 10 NPS Rating Scale

30 Nov 2017

The Net Promoter Score (NPS) is an extremely popular metric for brands to measure and assess customer loyalty - the lifeblood of any organisation. It is a simple yet powerful metric to give an accurate picture of what customers think of an organisation. Research has...

Safety before taking a leap into making NPS as a KPI

Prepare Your Organisation before using NPS as a KPI

28 Nov 2017

One of the first few questions that organizations ask after adopting the Net Promoter Score (NPS) is whether they should set NPS as a Key Performance Indicator (KPI). While the intention behind such a thought could be to ensure that the team is serious about NPS,...

5 traits of NPS driven organizations

5 UNMISTAKABLE Traits of Net Promoter Companies

21 Nov 2017

I have had an interesting observation while helping companies set up and use the Net Promoter System® (NPS). Net Promoter companies or organizations that succeed with NPS have five distinctly common traits. Such organizations adopt the Net Promoter System and ingrain Customer Experience as a core part of their...

Going Beyond NPS Survey

Going Beyond NPS Survey

14 Nov 2017

Today, almost every business around the world is using NPS Survey to measure and improve its customer experience. The Net Promoter System Blog lists over 200 companies across 10 industries that are using NPS. Certainly, that's only a fraction of the total number of companies conducting...

Frequency affects NPS

How does frequency of customer contact affect NPS?

09 Nov 2017

One of our B2B clients recently asked me whether the frequency of contacting customers impacts NPS. To be honest, I had not thought about this until I was asked. I could intuitively tell that contacting customers frequently and resolving their concerns even before the NPS survey is executed...