Tag: Customer Feedback

Without explicit governance, a transactional NPS program drifts back to whoever has the loudest objection. Best practice uses two specific groups — a Steering Committee and a Process Team — operating in a three-layer model. Here's the membership of each, what they're responsible for, and how the model holds the program steady through executive churn.

Club Med's post-stay survey arrives personalised, well-timed, and immediately falls apart — images-as-content, question overload, and a hidden lead-gen form at the end. Here's a teardown of where a well-resourced brand's customer survey went wrong, and the specific mistakes that are worth not copying in yours.

Small B2B businesses often assume they're too small for serious customer feedback or NPS — not enough customers, too informal a relationship. Wrong on both counts. Customer feedback scales down better than most enterprise consultants admit. Here are the four steps that make NPS work in a small or medium B2B organisation, starting with the hardest one: preparing to hear the truth.

How much can a single word in a survey question shift the answer? Substantially more than most survey designers think. This short video walks through a real example — "easy" vs "difficult" in the same question — and shows why word choice quietly biases your data before the respondent even gets to the scale.

Statistical analysis is a vast field, but the bit you actually need for customer feedback is tiny. Master a handful of techniques and you'll outrun ninety percent of the teams working alongside you. Here are the only statistical analyses you need, what they're for, and how to know when to reach for each one.

Relationship NPS makes a great CEO presentation slide and a mediocre operational tool. Transactional NPS reverses both. Choose the wrong one for your situation and the program quietly fails to drive change. Here's the pros and cons of each approach, the timing and content differences, and the conditions that decide which one your business needs first.