Net Promoter® Community

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Most Popular Discussions

Markus O. S.

Markus O.

Do German CEO's and Manager believe in NPS and Customer Experience?

Have the following observation: German managers do obviously have difficulties to believe in the power of NPS and Customer Experience, ...

posted 24 days ago

Francois G. 2 days ago • Edit • Markus, you initiated a good discussion .... my perspective on the issue is that Germany PLC is pretty good at CE per se, so it has less of ... »
See all 24 comments »
Mike J. Markus O. S. Francois G.
Scott H.

Scott

Our colleague, Laura Meredith, weighs in...

Is Personal Customer Service Dead? pretiumsolutions.com

What happened to personal customer service? Did we lower our expectations? Are we so busy texting & emailing that we have forgotten how to converse with people? Would we prefer interacting with avatars?

posted 1 day ago

Francois G. 7 hours ago • Edit • Scott, ... »
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Francois G.
Samuel R.

Samuel

Consulting Engagement on NPS and Customer Service Needed

Our company is in the process of creating a new customer service department with new procedures, staffing and it will essentially be a ...

posted 6 days ago

Sylvia V. 13 hours ago • Edit • Hi Samuel, I recently left a great organization after 21 years. My last 6 years have been focused on establishing a Customer Experience ... »
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Jonathon M. Sylvia V.
Tomasz S.

Tomasz

Why not just a Yes or No?

I have recently had a great discussion on NPS, where there was an evident issue of why 7s and 8s we not good enough (while the industry ...

posted 9 days ago

Alison D. 2 days ago • Edit • That's what I enjoy about these groups! »
See all 10 comments »
Karl S. Tomasz S. Alison D.
John C.

John

Of the organisations you deal with (business or personal), what is the one recurring thing they do/provide that drives you personally act...

posted 20 days ago

Zev S. 3 days ago • Edit • I'd say consistency in quality and service is what would drive my recs for various companies/service providers that I'd recommend. »
See all 7 comments »
Victor R. Alison D. Zev S.
Satya N.

Satya

Can one explain NPS in 2 minutes?

I met a CEO for an FMCG (fast moving consumer product) and he being 'busy' gave me just 2 minutes to explain about NPS.

posted 1 month ago

Rob M. 6 days ago • Edit • Well, two minutes is a slight challenge. How about four? Here is video I shot a couple of years ago that attempts to explain the Net Promoter ... »
See all 20 comments »
Jerry A. Richard R. Rob M.
Melinda G.

Melinda

Respondent confusion about 0-10 scale

We have surveys deployed globally and we recently standardized our measurements on the 0-10 scale. It was my understanding that, ...

posted 28 days ago

Markus O. S. 7 days ago • Edit • Interresting that this topic is poping up again and again. ... »
See all 9 comments »
Bryant R. Rosemary W. Markus O. S.
Tarjin R.

Tarjin

Finally got "The Ultimate Question 2.0" - and I'm pleasantly surprised and impressed!

http://www.amazon.com/Ultimate-Question-Revised-Expanded-Customer-Driven/dp/1422173356/ref=sr_1_1?ie=UTF8&qid=1327464696&sr=8-1They're ...

posted 16 days ago

Rob M. 6 days ago • Edit • Rob likes this. »
See more »
Satya N.

Satya

Has anyone tried NPS in a government agency?

Typically, government agencies are non profit organization, but the NPS may be a good measure to assess how the government 'treat' its ...

posted 8 days ago

Bob N. 7 days ago • Edit • I know that the Baldrige Award program uses NPS. »
See more »
Bob N.
Tracy L.

Tracy

We are getting ready to launch NPS within our company and are looking for resources who could develop a customer service training program...

posted 14 days ago

Steve B. 10 days ago • Edit • Hi Tracy, I suspect you'll be getting a great list of companies that offer this service, including http://waypointgroup.org! We generally work ... »
See all 4 comments »
Peter S. Pete B. Steve B.
Tom M.

Tom

Does anyone have recommendations on tools to track all the projects, initiatives or process improvement efforts as the result of what is...

Based on our NPS program, we have alot of activities in program in response to the feedback. Some produc enhancements, associate ...

posted 8 days ago

Alison D. 8 days ago • Edit • Hi Tom ... »
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Alison D.

Manager's Choice

Satya N.

Can one explain NPS in 2 minutes?

Satya N. See all »

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