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Adam Ramshaw

Adam Ramshaw
Adam Ramshaw has been helping companies to improve their Net Promoter® and Customer Feedback systems for more than 20 years. He is on a mission to stamp out ineffective processes and bad surveys.

Writing the Perfect Customer Feedback Survey Invitation

You already have a great survey invite subject line and now you need to follow that up with an email body that drives people...

Here are the Most Effective Customer Feedback Survey Incentives

Sitting with management at the final review for your customer survey questionnaire someone is going to ask about the incentive for survey completions. It’s...

Email Subject Lines that Drive Customer Feedback Survey Responses

Before a customer can complete your meticulously developed customer feedback survey, they need to open the email invitation. You have precious few seconds to...

The Best Practice Net Promoter Roll-Out Process

Okay so you know what you need to implement but how do you get there? When I talk to most new clients they want...

The 6 Critical Success Factors to Customer Feedback Success

There are six key requirements for successfully implementing Customer Feedback or Net Promoter that you need to keep in mind as you launch the...

Post Call IVR Surveys: Popular But Not That Useful

After spending 15 minutes on the line to my bank the nice lady asks me if I will hold on the line after she...

Can Your Words Influence Their Response? [Video]

A simple change in words can influence the response. Choose your words wisely as it may skew your results! Transcription of this Video Hi, my…

Are These the Worst (Real) Customer Survey Questions You’ve Seen?

I’ve seen a lot of customer surveys in my time and this is in the bottom 20%. If it came from a small company...

How the New Australian Privacy Principles affect your Customer Feedback Program

Disclaimer: I will preface this post by stating that I am not a lawyer. The information below is my understanding from reading the documents...

Crazy Domains and Buffer, their PR Responses: The Pain and The Glory

If you have a social media bone in your body you will know about the recent hack of Buffer. You may also have seen...

Don’t Waste Your Time On External Net Promoter Benchmarks

It comes in many flavours but easily the most common question on Net Promoter that I get asked is: how does my score compare...

Carlson Restaurants Share Four Big Insights on Net Promoter

Carlson Restaurants operate some 900 restaurants globally and over the last few years have driven immense value from the Net Promoter process in the...

More Proof (if you needed it): Take Care When Comparing Net Promoter(r) Numbers

It's almost as primal as the urge to survive. It's the urge to compare your performance to others and corporate Net Promoter Scores® are...

Pithy Customer Feedback Insights via the BBC and Rob Markey

Rob Markey (a partner with Bain and global leader of the firm's Customer Strategy & Marketing practice) provided some very focused and pithy remarks...

5 Whys Root Cause Analysis Template and Process

Your customer feedback data collection process is going just fine. You're collecting lots of interesting results, sending reports to your peers and generally feeling...

What is a Good Net Promoter Score? [Video]

This is a commonly asked question I get from many different organisations. So what exactly is a good Net Promoter Score? Transcription of this Video…

Zero is a Special Net Promoter(r) Number

One may be the loneliest number but, when it comes to Net Promoter, Zero is more special than you realise. I've been saying for...

New Research: Involving All Staff in the Customer Feedback Process

I'm sure you've heard that you need to engage all staff in the customer feedback process. So have we, and we recommend to all...

Why should I choose NPS(r) over Customer Satisfaction, or Customer Effort Score?

In the search for the perfect customer feedback metric there is an ongoing arms race. It started with the venerable Customer Satisfaction. Then came...

Have you Paretoed your Pareto?

No it's not a new dance craze the kids are all doing nor that cool new restaurant downtown. Paratoing the Parato is all about...

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