Posts tagged nps
How Customer Satisfaction Surveys Tell the Future
January 23, 2012
It’s funny – just asking customers what they want more of is one of the best ways to see where the market is heading, and where the pressure is strongest.
We’ve been surveying our customers via Net Promoter® for about five years, and each year, we ask three key questions:
- How likely are you to recommend Corporate Ink to a friend or colleague?
- What’s your primary reason for scoring this way?
- What’s the one thing we could do to improve this score?
Then we ask a few spontaneous questions – to get a better understanding of where our clients are feeling the most pressure (which typically More >
Keeping Score: What Net Promoter Tells Us
December 20, 2011
Each year, I learn the most about our clients, and our company, by asking our clients to answer 6-7 simple questions. It’s called Net Promoter™ – and it’s a survey that identifies how likely (on a scale of 0 to 10) our clients are to recommend us. But more interesting than whether we score a 9 or 10 is what our clients’ tell us – both in why they’re scoring us a certain way, and the one thing we can do to improve.
In the five years we’ve been using Net Promoter, we’ve seen our scores go up. This year, they went down, which is a huge disappointment. We can reason it away, of course, but the More >