nps insights

nps crisis management

REPORT

Leading a CX Program in Extreme Circumstances

Will CX Leaders and Teams Survive the COVID-19 Crisis?

CX professionals report changes to governance, focus, and operations.

Stop NPS Surveying, for Now?

Is this really the right time to be asking the ultimate question? A tin-eared email offers a clue.

Digital Rotten Scoundrels vs. NPS

How automation without CX planning creates disaster.

spotlight on nps strategy

What Is the New NPS Manifesto?

Two years of research built on 15 years of CX leadership.

Avoiding Digital Overcompensation in the Name of CX

Think carefully about the online customer experience before you join the stampede.

How Covid-19 Affects CX

The Impact of COVID-19 on CX

Original research provides insight on how programs worldwide are adapting.

spotlight on nps metrics

The Three Root Causes of NPS Failure

What more than 1,000 implementations reveal about most CX program failures.

Assessing CX Using Multiple Data Sources

New approaches to CX analytics in the world of expanding data and analytics.

As the Saying Goes, There Are Lies, Damn Lies, and CX Data

Persuasion and the presentation of CX data.

spotlight on nps outcomes

Covid-19 Means Your Company Has to Cut Costs?

Time for the CX leader to suggest how.

How Much Is a Customer Worth? Good Question

There is currently no accounting standard for customer lifetime value. Here is our proposal.

You Want to Justify a CX investment? Forget the Scorecards

Your CEO and leadership team don’t decide based on numbers.

nps basics by category

Explore our collection of demonstrated best practices and put your NPS program on the right footing. Dive into just the topics you wonder about, or download our full report and get all the guidance in one place.

NPS METRICS AND SCALES

Learn about NPS and get your attitudinal and other metrics right

NPS CUSTOMER STRATEGY

Think through the customer journey, the basis of all other CX work

NPS DATA COLLECTION

Understand data types and dive into direct customer feedback

NPS SURVEY EXECUTION

Nail your baseline processes for getting customer feedback

TAKING ACTION WITH NPS DATA

Plan what you’ll do before you plan what you’ll ask

NPS ANALYTICS

Transform data into something you can actually use

NPS REPORTING

Command attention and action when you report results right

NPS GOVERNANCE AND ACCOUNTABILITY

Build structure and accountability for the long haul

NPS COMMUNICATION

Speak with your actions, but don’t forget to talk the talk too

What Is the New NPS Manifesto?

Two years of research built on 15 years of CX leadership.

Will CX Leaders and Teams Survive the COVID-19 Crisis?

CX professionals report changes to governance, focus, and operations