Tag: MarketResearch
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Why Forcing Survey Responses Destroys Your Data
I received a survey from the BBC today. Probably like millions of other people. Like everyone else, I don’t respond to every survey in my inbox, but I actually wanted to participate in this one. The survey was long, so (again, like everyone else) I instinctively allocated a reasonable amount of time to complete it…
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The Hidden Bias in NPS Surveys: Why Colour-Coding Can Distort Customer Feedback
I have seen it again and it’s becoming worryingly popular. More and more organisations are committing to degrading the NPS® question and their ability to analyse survey results is deteriorating. Introduction: the NPS Colour-Coding Issue I am referring to the increasingly common practice of colour coding the 0 to 10 scale of the NPS question…