NPS, InfoQuest and Numbers

Here is one for the statisticians.  It’s boring as hell.  Sorry.   A Net Promoter Score survey with 100 respondents that asked the question “Would you recommend” achieved a score of 7.2.   The 7.2 means something when it is in context.  So, to put it...

NPS & Fred Reichheld – Latest News

One might assume that the guy who invented the Net Promoter Score sees his creation as the best survey product on the planet. Ready for a little surprise?   The premise of NPS, of course, is that the answer to a single question – How likely are you to...

NPS – A score of 7.2 – “What the f*** can I do with that?”

Over the last two weeks there has been a discussion on LinkedIn as to whether NPS (the Net Promoter Score) is the best way of measuring customer satisfaction – specifically in a business-to-business (B2B) context.  The responses came from two camps:- Those who wanted...

NPS in the NHS

I’d always thought of the Net Promoter Score (NPS) from the point of view of the poor person who was expected to ‘manage’ their operation based on a single score (NPS – A score of 7.2 – “What the f*** can I do with that?”)  that, as a tool, simply...

What did B2C do before NPS?

Last week I was approached by an American investment bank. Perfect for InfoQuest I thought. Has to be B2B and all about relationships – long-term; trust; mutual goals; lots of interactions at different levels. But no. They were looking for help in their call centre,...