Tag: NPS (Net Promoter Score)

  • Surveying for Compliments: The Bias in Customer Feedback

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    by

    Jaime Valle
    in

    The Innocent-Looking Survey Back in March, I received a survey from a well-known financial services company. I hid some bits from the picture but you know the type—they pop up in your inbox, looking all innocent, asking you to “share your experience” after a recent interaction. Naturally, I opened it up, curious to see what…