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NPS trends, digital leaders, and a rethink

NEWSLETTER   l   AUGUST 2020

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on our minds

RESEARCH

NPS Analysis, Consolidated

Trends in industry NPS benchmarks highlight the struggles and successes for health insurers, cell service providers, banks, and more. Browse our collected analyses and see what you discover.

REPORT
Go Beyond NPS Basics
The requests were many, and the response is here. Comprehensive guidance for your team on getting foundational NPS practices in place – plus a warning.
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worth a look

BOOTCAST.FM
A SOBER ASSESSMENT OF NPS
We’ve said so for a while: NPS needs an overhaul. Hear Richard Owen talk with Vivek Bhaskaran and Romi Mahajan about turning a pressing need for reinvention into opportunity.

MCKINSEY

DIGITAL LEADERS GO ALL IN

Sure, Covid is accelerating digitalization, but what makes a speedy effort worthwhile? McKinsey’s project, led by senior partner Kate Smaje, shows that leaders spend big and look to the data.

FORTUNE

NPS CHEATERS NEVER PROSPER

Two thirds of Fortune 1000 companies use NPS, for good reason, but sometimes the temptation to cheat is strong. Our own Maurice FitzGerald contributed advice on tactics to guard against. 

parting thoughts

TRAINING

6000 and Counting

There’s a reason more than 6,000 customer experience professionals have already earned our Net Promoter certification: It’s the best.