PeopleMetrics
AUGUST 21, 2018
As we discussed in Lesson #5 , NPS is important to include in your VoC program, but if you’re running a transactional VoC survey, you need other ways to measure the most recent customer experience alongside NPS. You must combine NPS with an individual measure of the customer experience in a transactional VoC survey.
PeopleMetrics
AUGUST 7, 2018
An important metric in any successful VoC program is NPS , or Net Promoter Score. You should know a lot about NPS before you begin VoC. NPS is well known across industries, in companies of all sizes, and throughout executive boardrooms. Why is NPS so powerful? Your NPS is 75. Learning from NPS.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
PeopleMetrics
JUNE 29, 2020
visit to retail store, hotel, customer home, etc.). Add an “NPS Safety” question in the very beginning of the survey. Yes, before NPS. Make it an 11-point scale, just like NPS, anchored by “Extremely Safe” and “Not At All Safe.” Make it an 11-point scale, just like NPS, anchored by “Extremely Safe” and “Not At All Safe.”
PeopleMetrics
JULY 24, 2019
Your bonus program could be based on people achieving a particular NPS level or customer satisfaction score. Another approach is to base bonuses on having a certain number of completed surveys per month/quarter/year or having a low percentage of surveys returned with customer issues. And what about your basic survey health?
PeopleMetrics
JUNE 17, 2020
No matter your reason for looking to build your VoC, a good place to start in the Building Phase is with a relationship survey that asks customers how the overall relationship is going and how their overall experience has been. NPS is often used in this survey, which helps pinpoint the strength of the customer–company relationship.
PeopleMetrics
NOVEMBER 22, 2019
This way, every employee knows the company’s NPS , the number of problems experienced by customers, and the speed at which teams were able to solve them. Sean McDade, PhD is the author of Listen or Die: 40 Lessons That Turn Customer Feedback Into Gold. Get creative to get people on board. Contact PeopleMetrics: About the Author.
PeopleMetrics
MARCH 16, 2020
When staff members are rude to customers. Or anything that would cause a customer to indicate at least one of these items: NPS below 7 (i.e., Poor overall customer experience on a recent visit. T hat a problem occurred during their most recent experience. When food is served cold. a detractor).
Expert insights. Personalized for you.
82 
Let's personalize your content