![[Case Study] Carlson Restaurants Share Four Big Insights on Net Promoter](/_astro/tgi-fridays-e1638778875687.Db3CWz2t.jpg)
Carlson Restaurants runs about 900 outlets including TGI Fridays, a saturated industry where loyalty is genuinely hard. Their CFO-level NPS lead sat down to walk through four hard-won insights from the rollout: the threshold below which the score doesn't matter, why consistency beats spikes, the grand unified theory, and the case for driving behaviour not the number.
94% of people say an online review has convinced them to avoid a business, and Google, Facebook and Yelp keep pushing review volume up. Your customer feedback program can quietly do the heavy lifting on both sides of that ledger. Here's how to use transactional surveys to suppress bad reviews and steer happy customers to leave good ones.
Your dashboard says NPS is up 15 points week-on-week. Email's already drafted. Then you stop, was that real, or just sampling noise? Take credit for the rise this week and you'll be taking blame for the drop next week. Here's how to tell whether NPS has really changed, with a downloadable spreadsheet to check for yourself.
After 15 years of running customer feedback programs, we wanted to move past anecdote and see which attributes statistically predict success. So we surveyed 80 practitioners and ran the analysis. Here are the six drivers and seven key takeaways that came out, including the engagement and reporting moves that consistently separate the programs that stick from the ones that quietly stall.
Three minutes after your first NPS survey closes, management will want a report. The question is what to put in it beyond the score chart. Here are the nine elements that every NPS report needs, plus what to deliberately exclude, so the report drives action instead of arguments about sample size and "that score can't be right".
B2C retention has a well-worn playbook, save teams, predictive models, offers. B2B is messier: more stakeholders, higher switching costs, longer signals. Here's the research on spotting B2B defectors three to six months out, plus the practical steps to intervene before renewal.