Does your NPS survey tell you exactly how to improve loyalty and referrals?
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…
Psychology / Social
Does your NPS survey tell you exactly how to improve loyalty and referrals?
In this paper, Craig discusses 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 he sees, 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 he’ll show you how to design a rigorous causal survey. In Part 3, Craig will take you through how to quickly and simply analyse a causal survey using multivariate statistics.In this paper, Craig discusses 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 he sees, 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 he’ll show you how to design a rigorous causal survey. In Part 3, Craig will take you through how to quickly and simply analyse a causal survey using multivariate statistics.
Business and Strategy, Customer experience, Psychology | Craig Errey | 
15 June 2011 6:12 pm | 
Comments (2)
Subscribe