Improve customer service through simplicity

Alastair Thomson posted a piece on his blog Uncommon Sense from the World of Finance titled How sweary chefs, innuendo-fuelled bakers and exasperated hoteliers guarantee great customer serviceContinue reading “Improve customer service through simplicity”


Net Promoter Score (NPS) discussion

A Twitter discussion on Net Promoter Score (NPS) with Bruce Clark, Paul Bailey, Andy Hooper, Everard Hunder, and others. My takeaway: The formula is flawed (as Jared Spool ably pointed out), so the calculated “score” is meaningless, but thoughtful trend analysis of underlying data as well as verbatim comments can provide insights. Some highlights: Continue reading “Net Promoter Score (NPS) discussion”

Net Promoter Score Considered Harmful

Jared M. Spool wrote an article titled Net Promoter Score Considered Harmful.

Net Promoter Score (NPS) is calculated based on a one-question customer survey. “‘How likely are you to recommend [COMPANY] to a friend or colleague?’ On an eleven-point scale, with zero marked as Not At All Likely and 10 marked as Extremely Likely, respondents pick a number.” Continue reading “Net Promoter Score Considered Harmful”