I’ve written a new paper on the PTG website. In this paper, I discuss the strengths and weaknesses of the Net Promoter Score. Its strength is in moving beyond satisfaction to loyalty and referrals. Its weakness is that like nearly all surveys I see, it provides no explanatory or predictive power. That is, you can have a good score or a poor score and not know why. Without this insight, you don’t know what to do more of, less of or differently.
This paper is Part 1 of 3 and starts with a discussion about the NPS and surveying, followed by Part 2, where I’ll show you how to design a rigorous causal survey. In Part 3, I’ll take you through how to quickly and simply analyse a causal survey using multivariate statistics.
You can access the paper from the PTG website, under ‘Our thinking’, in the ‘Psychology / Social’ section or directly from this link: How to make the Net Promoter Score truly actionable. I hope you enjoy it. Look out for parts 2 and 3 in the very near future. If you have any views or comments about what I’ve said, please let me know…
The iPad is both the best and worst kept secret to come from the computing powerhouse / genius of Apple.Like many, prior to its launch, I’ve been reading the various rumour sites imagining what it might be like, what I need from it and trying to discern fact from fiction.Now that it’s here, I’ve done a quick synopsis of what I think are its strengths and weaknesses based on the available Apple information.
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I rang Telstra to cancel my data pack (see the post here for an explanation). The customer service rep, trying to be helpful and service oriented, asked me if she could ask me a few questions about my account usage to determine if I’m on the right package. I said ‘sure’ and this is what followed…
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I’ve talked about my Telstra Next-G service before (here and here) and generally I’m quite happy with it.
The data pack I used while I was away was terrific compared to the dialup I used to use. But you’ll see that there were some usability issues with the messaging provided by Telstra on my usage of the megabyte allowance.
It turns out that it also had a spill over effect on billing, meaning that if I had bought the data pack at any other time during the billing cycle than on the start date, I risked being charged excess usage fees. Read on for why this happened and the argy bargy I had to go through…
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