Are You Exercising Scale Discipline?

by | Jul 8, 2020 | Uncategorized

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...

How Do I Choose the Right Metric?

by | Jul 8, 2020 | Uncategorized

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...

What Is a Primary Metric?

by | Jul 8, 2020 | Uncategorized

NPS BASICS AND BEYOND What Is a Primary Metric? Primary Metric What Is a Primary Metric? key takeaway In a solid NPS program, the right primary metric may vary per feedback type. Only one primary metric should be used within a given survey. Best Practice A primary...

What’s So Special About the Net Promoter Score?

by | Jul 8, 2020 | Uncategorized

NPS BASICS AND BEYOND What’s So Special About the Net Promoter Score? NPS DEFINED What’s So Special Aboutthe Net Promoter Score? key takeaway Net Promoter Score, NPS, is the most widely adopted, globally recognized, and time-tested measurement of customer experience...

Draft – Taking Action with NPS Data

by | Jun 30, 2020 | Uncategorized

NPS BASICS AND BEYOND Draft – Taking Action with NPS Data JOURNEY MAPPING What’s So Special About the Net Promoter Score? key takeaway Making customer feedback a two-way street delivers a multitude of benefits to you and a better experience for your customers....