NPS gone wrong - 5 implementation mistakes
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5 wrong ways to implement NPS
description
As Customers, we are currently saturated with Net Promoter Score (NPS) surveys. Top management likes the NPS process because it is simple — one score — they get it! The NPS process is quite simple and should be easy to implement well. Yet I see a lot of badly planned and executed processes. Here are some of the common mistakes we have recently seen.
Transcript of NPS gone wrong - 5 implementation mistakes
5 wrong ways to implement NPS
1.
After contacting help desk
In stead ask..Customer Effort Score CES
or
if the issue was resolved and if the customer is happy with the help desk
experience
2.
Conducting NPS multiple times a day
for the same customer
3.
At first login
4.
Using a scale other than 0 to 10
5.
Only asking the score
To know why the customer gave the score you need also an open-ended question
Here is an example of a good NPS question set
How likely are you to recommend XYZ to a family member, friend or colleague? 0 - 1 - 2 - 3 - 4 - 5 - 6 - 7 - 8 - 9 - 10
Why did you give that specific score?
