Field-tested approaches for running customer-feedback programmes well.
It's tempting to use NPS to track staff performance. It's also a fast way to break the program. Here's why score-focused NPS management produces score-begging instead of improvement, and what to focus on instead, including the case for targeting response rate not NPS.
Before you spend time and money implementing NPS, you need to be sure it deserves a place in your business. Here are nine evidence-backed reasons it probably does: shareholder value, revenue prediction, organisational loyalty, and a couple that surprise most people.
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.
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.
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.
![The 9 Elements Your NPS® Report Must Have [On-Demand Webinar]](/_astro/the-nine-elements-you-nps-report-must-have.Gn6yGw_P.png)
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.
