Some of your customer just gave you a score of 7 or 8 (on the Net Promoter scale), establishing them as Passives. While not as negative as Detractors, this group still brings little positive energy to your business. They are not too likely to recommend your product or service, and are more easily persuaded to [...]

Enterprises have always recognized the value of providing a high quality customer experience. However, measuring customer satisfaction and gathering feedback across multiple assets both online and offline, has not always been so simple. Remedying this challenge is the intersection of enterprise feedback management platforms with popular customer satisfaction metrics like the Net Promoter Score. By [...]

I get homesick once in a while. I long for the little Austrian village – surrounded by lakes, hills and mountains – where I grew up. Way back then and still today the time between Christmas and New Year is cookie time. Or more precisely: it is the time all housewives will start a friendly [...]

While the Net Promoter Score has become a popular customer loyalty metric, simply measuring the likelihood of receiving recommendations will not help you identify organizational problems or chart a course for corporate success. That’s why the metric’s proponents are now recommending that you “close the loop” with follow-up questions that get to the root of [...]