Search for how to set NPS targets and the internet is near-unanimous: set SMART goals, cascade them to teams, put a slice in the bonus. Half of CX teams do exactly that. In our experience it backfires; the score gets gamed, intrinsic motivation dies, and the customer experience quietly gets worse. Here’s the evidence, and the approach that actually moves the number.
Most contact centres see service as a cost line and sales as a separate team. That separation leaves money on the table, good service is one of the cheapest sales channels a business has. Here are six ways to use service to lift sales and cut costs at the same time, including a real FMCG example where four query categories explained 70% of inbound.
Customer feedback only drives change if employees engage with it, and most rollouts skip the engagement work entirely. Here are eleven proven approaches to driving employee engagement in a customer feedback program, from strong change management through Employee NPS, customer champions and Vox Pop videos. Drawn from real rollouts where the engagement work decided whether NPS stuck.
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.
![How to Calculate Net Promoter Score in Excel/Google Sheets [with Download]](/_astro/net-promoter-score-excel-calculator.B48SXQC0.jpg)
You don't need a dedicated NPS platform to calculate NPS — Excel's COUNTIF function does the job in about three formulas. Here's a step-by-step build of an NPS calculator in Excel or Google Sheets, with the downloadable spreadsheet to adapt to your own data. Useful for piloting NPS before you commit to a paid tool.
CX teams without C-suite air cover quietly fail, every time. The structure, talent and reporting line matter, but they're downstream of the one factor most companies underestimate. Here's what a high-performing customer experience team actually looks like, with a CyberCX case study and the non-negotiables for making it work.