Case Studies

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.

Telstra started paying its resellers partly based on Net Promoter Score — a smart-looking lever, until you remember what happens to scores once incentives are attached. Front-line staff and reseller managers actively manipulate them, more than most companies expect. Here's what the anti-gaming strategy needs to look like, with worked examples of how gaming actually plays out.

Customer satisfaction surveys often show stable scores while churn quietly climbs — and most teams can't explain the gap. nib health funds' data, analysed properly, shows NPS is roughly three times more sensitive at predicting churn than CSAT, and Detractors are 1.5 times more likely to leave than Promoters. Here's the analysis.