Tag: Customer Feedback

After 15 years implementing NPS across organisations of every size and shape, a small set of factors keep predicting whether the program will work. Here are the seven, split into Essential, Good-to-Have and the one nobody expects (external benchmarking is less important than you think), so you can fast-track the bits that matter and de-prioritise the rest.

Two small changes to Iron Mountain's NPS survey invite doubled their response rate, change the "from" name to a real person, and embed the first question in the invite itself. That's it. Here's the full case study, why each change worked, and the knock-on effect on internal engagement when the data became hard to argue with.

Customer feedback programs eventually hit a wall that quality-systems people figured out decades ago in manufacturing, continuous improvement, reducing process variation, the discipline of acting on data. Most CX teams haven't learned the lessons. With transactional feedback giving you the volume and speed, here's how to plug quality systems into customer feedback and stop reinventing what Taylor and Deming already solved.

Simon Sinek built a TED talk on the power of "why". Toyota built quality systems on it. Toddlers run their entire education on it. Yet most NPS rollouts skip it entirely. Here's why "why" is the first question to ask before investing in Net Promoter, and the kinds of answers that should stop the program before it starts.

Customer surveys vary a lot; the mistakes inside them really don't. The same eleven question errors keep showing up across industries, mandatory questions, missing N/A options, asking what you already know, the 30th question. Here's the list, with how to identify each one and the fix that takes minutes, not weeks.

Six months into your NPS rollout, someone asks the question you've been dreading: how much should we expect the score to move? Here's the real-world data from companies that have been there, including how fast you can credibly promise.