Satmatrix, the company behind the Net Promoter© methodology has just published their latest industry ranking scores. These results are based on over 19,500 consumers in the US across seven industry sectors. If you are new to Net Promoter do read carphone warehouse puts emphasis on customer care (example of it in action) and Net Promoter Telecom industry scores for more information. Whilst … [Read more...]
How to get better quality comments in your survey results
October 25, 2009 By Leave a Comment
I've been meaning to share this post on Top Right Corner's blog that highlights two common mistakes when asking an open-ended verbatim type question after the Net Promoter Score question (e.g. would you recommend [company name] to your friends and family). Asking the Right Question to get to the Key Drivers of NPS or Customer Satisfaction gives good practical advice how to avoid two possible … [Read more...]
Carphone Warehouse puts emphasis on Customer Care
June 12, 2009 By 2 Comments
Three cheers for Carphone Warehouse!! Alexandra Fean’s article in last Saturday’s Business section of The Times discussed Carphone Warehouse’s decision to reward staff on service rather than sales. She did not go into a lot of detail but I can report that they are using the Net Promoter©* scoring methodology to measure customer satisfaction and reward staff according to their … [Read more...]
Net Promoter Telecom Industry Scores
April 16, 2009 By 2 Comments
I have long been a fan of the Net Promoter scoring matrix. Fred Reichheld's simplistic approach to measuring customer loyalty works well for me and for Surveylab's clients. I see that Satmetrix, the company that works with Fred Reichheld, has just published a number of reports on Net Promoter scores in the US. They cost almost $1,000 an industry so I don't advocate buying any of them but they … [Read more...]
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