Tag: NetPromoterScore
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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…
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Rethinking Loyalty: Lessons from Comparing NPS with Actual Behaviour
In collaboration with one of my clients, I recently conducted an eye-opening experiment that challenged the assumptions many of us have about loyalty metrics. By comparing last year’s survey data, which used the Net Promoter Score (NPS®) to assess loyalty, with this year’s real-world customer behaviour, we uncovered some striking insights. The Experiment Last year,…
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The Confusion Between NPS® and Satisfaction: A Missed Opportunity in CX Measurement
In the ever-evolving world of Customer Experience (CX), clarity is key. As CX consultants, we often encounter well-intentioned efforts to measure customer sentiment that miss the mark due to a lack of focus and precision. A recent example that caught my attention perfectly illustrates some of the most common pitfalls in CX measurement: a simple…