NPS Monitoring

Example NPS Survey Questions

Example NPS Survey Question In this post I want to spend a few minutes providing example NPS Questions.  The key to a solid NPS question is that it is straight to the point, simple and non distracting.  If you have words in your question that confu

Is your NPS Score correlated to your Response Volume

This is great question.  The short answer is that the more NPS responses you have to work with, the more accurate your NPS score. How is your NPS Score and Response Rate Correlated? This is a byproduct of user research that actually has little to

5 Big NPS mistakes you can't afford to make

Net Promoter Score is a very valuable tool in conducting your user research and understanding.  However there are several pitfalls that can often be easy to fall into.  let' spend a few minutes going into those now. Ignoring the Big Picture With

NPS Cartoon - Automating Great Scores

What is the Net Promoter Index?

The Net Promoter Index is a component of the Net Promoter Score (NPS).  The index correlates to what bucket (Promoter, Passive or Detractor) your users fall into. For a more thorough reading of what NPS is.  We advise reading this article:

Should you exclude certain customers from your NPS survey?

This question has come up a lot and there are several different answers that are all correct in various situations. Let's take a few minutes and explore some of these. Should you exclude certain customers from your NPS survey? First off - I g

Can Facebook Likes substitute your NPS Score?

Great Question.  The short answer is that they can't substitute an NPS score, rather they are a great complimentary metric. How do NPS and Social Media interactions differ Let's use the Facebook like feature to compare against an NPS

Asking customers the ultimate question

Asking the ultimate customer service question allows companies to understand whether or not their customers would recommend them to their family and friends.  This question is then tallied up to form the Net Promoter Score. The Net Promoter Sc

The Hidden Dangers of Easy Survey Questions

What exactly are hidden dangers of easy survey questions.    Let's explore these. What Value do Easy Questions Provide First is to ask yourself what value is your question providing.  Keep in mind that your survey space is valuab

What is the Net Promoter Score System?

The Net Promoter Score system is a customer loyalty metric developed by Fred Reincheld, Bain and Company along with Satmetrix.  It was published in the 2003 Harvard Business Review entitled "One Number You Need to Grow." In short it is the metri
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A Net Promoter Score measures whether or not your users will recommend your site or service. It's not simply a yes or no question. Rather, a 0-10 scale of their likelihood to recommend your site.

NPS®, Net Promoter® & Net Promoter® Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld

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