by Raza Imran | Jul 8, 2020 | NPS Survey Execution
NPS BASICS AND BEYOND How Soon Is Too Soon? Survey Toxicity How Soon Is Too Soon? key takeaway In any NPS program, reaching out to an individual contact too frequently can result in survey fatigue. Rules to avoid what is often called survey toxicity are crucial to...
by Raza Imran | Jul 8, 2020 | NPS Survey Execution
NPS BASICS AND BEYOND Great NPS Surveys, Poor Data: What Went Wrong? Data Quality Standards Great NPS Surveys, Poor Data: What Went Wrong? key takeaway A great NPS survey design is of little value if feedback collection is not properly executed. Establish protocols...
by Raza Imran | Jul 8, 2020 | NPS Data Collection
NPS BASICS AND BEYOND Is Your NPS Data Collection Aligned with Your Customer Journey? Data Types Is Your NPS Data Collection Aligned with Your Customer Journey? key takeaway Looking at NPS and the customer experience with a journey view is essential to understanding...
by Raza Imran | Jul 8, 2020 | NPS Metrics & Scales
NPS BASICS AND BEYOND Are You Exercising Scale Discipline? Scales for NPS and More Are You ExercisingScale Discipline? key takeaway Rating scales matter for NPS and other CX metrics. Consistency, scale range and scale labeling all impact the validity of responses and...
by Raza Imran | Jul 8, 2020 | NPS Metrics & Scales
NPS BASICS AND BEYOND How Do I Choose the Right Metric? Right Metric How Do I Choose the Right Metric? key takeaway Determining which primary metric should be used in a given survey depends on the type of feedback being collected, relational or transactional. Best...
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