Tag: Customer Feedback

Relationship NPS makes a great CEO presentation slide and a mediocre operational tool. Transactional NPS reverses both. Choose the wrong one for your situation and the program quietly fails to drive change. Here's the pros and cons of each approach, the timing and content differences, and the conditions that decide which one your business needs first.

Digital agency Volume scores +60 on NPS, ahead of most of their industry peers, in striking distance of Apple's 71 and Amazon's 76. In an industry where trusted client relationships decide everything, that score is doing work. Here's how a small UK agency uses NPS to actively seek out and fix flaws other firms paper over.

Academic critiques of NPS keep arriving, and a couple of them are worth taking seriously. Most aren't. Here's a walk through one widely-cited paper that gets the logic, and the methodology, backwards, and what it tells us about the wider debate.

Six things have to be true at the start of a Net Promoter rollout, or you'll end up adding a question to a survey and calling it done. Senior buy-in, treating NPS as a business process not a KPI, explicit business linkage, target timing, cross-functional expertise and budget. Here's what each one looks like in practice, and what fails when one is missing.

What separates Zappos, Amazon and Southwest from the unmemorable companies in the same industries isn't doctoral-level statistics, sophisticated survey questions or charismatic leadership. The actual difference is the boring one: they do something with the feedback. Here's what "do something" actually looks like, step by step, across innovation, immediate action, sales opportunity and service recovery.

Once customers have given you feedback, they want to see something happen — and most companies quietly skip that loop. Closing it the right way doesn't just increase loyalty; it lifts the response rate next time too. Here's a short video on how to show customers you've heard and acted, with the B2B and B2C variants laid out.