Best Practice

Patient experience is now a board-level metric in most health systems, but the NHS Friends and Family Test and other NPS-derived patient measures all have quirks the textbook NPS playbook doesn't address. Here's how NPS adapts to healthcare, what benefits it delivers, and where the limitations bite hardest.

Three minutes after your first NPS survey closes, somebody senior will be pounding the desk for a report. The question is what to put in it beyond the score. This on-demand webinar covers small-sample handling, why score-focus backfires, reducing score-begging, and the nine elements every NPS report should include.

T-Mobile turned around its customer experience and lifted its NPS to the top of a brutal industry — but the playbook isn't telecom-specific. Here's how T-Mobile used NPS to underpin its growth, the customer-first philosophy that made it stick, and the practical lessons any business can copy.

Before you spend time and money implementing NPS, the question worth answering is whether it deserves a place in your business at all. The honest answer is yes — but for nine reasons most posts about NPS don't list. Here they are, with the supporting evidence: shareholder value, revenue prediction, organisational loyalty, and a couple that surprise most people.

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 seven steps, refined over 15 years of NPS consulting, that take you from buy-in through to operating rhythm without skipping the bits most rollouts skip.

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 program. Skim for the ones you're not already doing.