The Blog

Surveys have been used to understand what customers think for more than a century, but they also have real disadvantages you need to be aware of. After twenty years running customer and market research, here are ten advantages to lean into and the limitations to design around.

After 8+ years of NPS implementations across many industries — plus contributions from some of the best-known voices in the customer feedback community — here are 41 practical best-practice tips. They apply to NPS, Customer Effort Score or any voice-of-the-customer programme. Skim for the ones you're not already doing.

CFOs ask for the empirical link between NPS and growth, and most CX teams reach for the Reichheld papers. Wolters Kluwer Asia Pacific's CFO ran the numbers on their own data - and found the correlation between NPS, retention rate and revenue inside a long-tail subscription business. Here are the lessons from how they did it, the video, and the full transcript.

In utilities, facilities management and manufacturing, the maintenance team's performance IS the customer experience. Yet the feedback almost never reaches the crews who shape it. Here are the four metrics maintenance should own, and the practical steps to get the data in front of them.

Most published social media statistics are US or global-centric, which is unhelpful when you're trying to decide which two or three platforms an Australian B2B business should invest in. This regularly updated post collects Australian social media statistics from a wide range of sources, with the analysis and platform-by-platform recommendations to translate the data into a decision.

NPS isn't a metric you bolt onto an existing survey, it's a process you build into the business. Confuse the two and you get the question without the value. Here are the eight steps, refined over 20+ years of NPS consulting, that take you from buy-in through to operating rhythm without skipping the bits most rollouts skip.