Whitepapers and Guides
A huge set of Tools, Whitepapers and Guides for use in customer feedback, Net Promoter Score, Marketing and Sales
The Business Leaders’ Practical Guide to Implementing Net Promoter is targeted at Business Leaders who want a practical approach to implement Net Promoter in their organisation.
In this step by step document we lay out what we know from experience you need to do to become an organisation that drives value from the Net Promoter approach.
How hard could it be? You want to know what customers want so just ask them a few questions. Actually, it’s not quite that easy and there are a few tricks and traps to collecting this information.
This guide provides the latest information on the benefits of service recovery and practical best practices on its implementation in your business their organisation.
In this step by step document we lay out what we know from experience you need to do to become an organisation that drives value from the Net Promoter approach.
Any organisation that wants to build its business long term needs to listen to and act on customer feedback. This need to capture customer feedback has driven many companies to develop and execute customer surveys.
Before a customer can complete your meticulously developed customer feedback survey, they need to open the email invitation.
You have precious few seconds to prevent their finger jabbing at the delete key and your subject line is your first defence. So make it a good one.
Here are the best email subject lines to use for your survey invites.
149 Customer Survey Questions you can copy and use today.
The Customer Survey Question Sourcebook makes writing your customer satisfaction survey as easy as “Pick and Mix”.
Through an extensive template list of sample and example questions we make it easy to write your survey quickly and efficiently.
With just a few small changes you can more than lift your response rate by 100% – that’s double the number of survey responses — so its’ worth sweating the details.
The report template shows you exactly what to report and how – for maximum impact.
- How to Handle Small Sample Sizes
- Statistics to Clearly Identify “Real” Change
- Tracking Response Rates
- and more…
Just because your survey score has gone down, or up, doesn’t mean that there has actually been a change in the overall business NPS®. The statistical tester will tell you if it is just a fluke of the sample you have collected.
One of the challenges that our customers often give us is to justify investment in Customer Retention, i.e. how much should I spend to keep my existing customers. We have simplified one of our advanced ROI tools to estimate Profit Improvement with just four pieces of company information.
With this comprehensive template you will be able to:
- Graph questions and add error bars
- Add histograms of each question
- Test for significant changes using Student’s t-Test
- Analyse correlation
- and more…
No need to recreate the math yourself. Just make a copy of this Google Sheet calculator and enter your own data.
- Confidence level
- Margin of Error
- Actual response rates
- Minimum acceptable response rates
- And more…
The report template shows you exactly what to report and how – for maximum impact.
- How to Handle Small Sample Sizes
- Statistics to Clearly Identify “Real” Change
- Tracking Response Rates
- and more…
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