Do more with the Net Promoter Score (NPS)
Looking to go to the next level with NPS?
NPS is a widely accepted approach, but users can get frustrated and want to go the next step, such as:
- Post encounter surveys aren’t always effective – add value by focusing on multi-step experiences (episodes) and relationships over time
- Willingness to recommend isn’t for everyone, what are the more strategic alternatives?
- NPS is widely criticised for its lack of explanation because the questions are unconnected, single pulses. ‘Following’ people over time is much more powerful - find out what is changing and why
- Get more than empty benchmark scores by uplifting your NPS to a true customer management strategy