Ed Powers

Closing the Thinking vs. Feeling Gap with Electrodes, not Surveys

What we say is not what we feel. That’s not because we lie, although we do surprisingly often. According to a study, 60% of people...

Time to Rethink NPS for Support Transactions

Net Promoter Score® (NPS®) surveys are often used after customer support transactions. But the question is contextually confusing and the practice yields biased results....

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