{"id":122922,"date":"2014-12-04T00:06:38","date_gmt":"2014-12-04T08:06:38","guid":{"rendered":"http:\/\/customerthink.com\/?p=122922"},"modified":"2014-12-04T00:06:38","modified_gmt":"2014-12-04T08:06:38","slug":"no-i-am-not-willing-and-able-to-recommend-your-service","status":"publish","type":"post","link":"https:\/\/customerthink.com\/no-i-am-not-willing-and-able-to-recommend-your-service\/","title":{"rendered":"No, I am not willing and able to recommend your service"},"content":{"rendered":"

\"crowd-window-shopping-new\"<\/a><\/p>\n

How not to implement the Net Promoter Score process<\/p>\n

As consumers, we are currently inundated with recommendation surveys. Top management interest (it is so simple — one score — they get it!) in Net Promoter Score (NPS) have made this type of surveys ubiquitous. I get multiple every day.<\/p>\n

The NPS survey -concept is rather simple and should be easy to implement properly. Yet I am surprised, even shocked, how badly they are being executed. Here are some of the common mistakes I have recently seen:<\/p>\n

– NPS NOT APPLICABLE: Asking whether I am willing to recommend the whole service or product when I have just contacted a help desk. The correct question in that context should be whether the issue was resolved and am I happy with the help desk experience.<\/p>\n

– CARPET BOMBING: Conducting the same survey multiple times even within one day even when I have already answered the survey;<\/p>\n

– WRONG TIMING: Conducting the survey when I am logging in to a service for the first time;<\/p>\n

– NOT NPS 1 – WRONG SCORING: Using some other scoring than 0 to 10;<\/p>\n

– NOT NPS 2 – NO QUESTION: I have given a media company a score of 0 now over 25 times because their online magazine loses the place every time I close my iPad. Because they only ask the score, they have no idea why I gave the 0;<\/p>\n

Here is an example of a good NPS question set.<\/p>\n

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
\nWhy did you give that specific score? (Write full sentences) OPEN TEXT FIELD OF UP TO 2000 CHARACTERS<\/p>\n

I would like to hear what you think about the NPS process in general and good or bad experiences you have had with it.<\/p>\n

Net Promoter\u00ae and NPS\u00ae are registered trademarks and Net Promoter Score and Net Promoter System are trademarks of Bain & Company, Satmetrix Systems and Fred Reichheld.<\/p>\n

Photo Credits: “Window Shopping” by Loozrboy | License: CC BY-SA 2.0<\/p>\n","protected":false},"excerpt":{"rendered":"

How not to implement the Net Promoter Score process As consumers, we are currently inundated with recommendation surveys. Top management interest (it is so simple — one score — they get it!) in Net Promoter Score (NPS) have made this type of surveys ubiquitous. I get multiple every day. The NPS survey -concept is rather […]<\/p>\n","protected":false},"author":7755,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[128,115],"tags":[],"_links":{"self":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts\/122922"}],"collection":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/users\/7755"}],"replies":[{"embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/comments?post=122922"}],"version-history":[{"count":0,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/posts\/122922\/revisions"}],"wp:attachment":[{"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/media?parent=122922"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/categories?post=122922"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/customerthink.com\/wp-json\/wp\/v2\/tags?post=122922"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}