NPS Archives | CX Index™

July 10, 2020

NPS 101: Passives

In this post, we explore NPS Passives. This is Part 3 of 3 NPS 101 lessons we have published over the past few weeks. Please check out our earlier lessons on Detractors and Promoters.

July 1, 2020

NPS 101: Detractors

n this post, we explore NPS Detractors. This is Part 2 of 3 NPS 101 lessons we will be continuing to publish over the next few weeks. Stay tuned for a follow-up lesson on Passives and check out our post on Promoters.

June 17, 2020

NPS 101: Promoters

In this post, we explore NPS Promoters. This is Part 1 of 3 NPS 101 lessons we will be publishing over the next few weeks. Stay tuned for follow up lessons on Passives and Detractors.

March 20, 2020

NPS Benefits Quantified

NPS is much more than a measurement of promoters, passives and detractors. If used correctly and to its full potential, the metric has numerous benefits that can help your business to improve in challenging areas. A well-executed NPS programme will lead to reduced business costs, customers spending more, more new customers through referrals, and fewer customers lost to competitors, amongst other benefits. Below, we explore a number of benefits that prove how NPS improves business outcomes and demonstrate aspects that contribute to the ROI of an NPS programme.

March 3, 2020

How to Gain More NPS Promoters

There are a few steps you can take to make sure that your customers aren’t apathetic spenders who return but don't actively advocate for your brand. This includes focussing on your most loyal customers and integrating them as a part of your brand identity as well as giving them reasons to stay loyal.

July 10, 2019

4 Easily Avoidable VoC Survey Design Flaws

A successful customer experience survey should prioritise the quality of responses as well as quantity. Customer experience must extend to the survey being completed. Creating a survey isn’t just about getting answers to the questions you want to improve your business. You need to factor in user experience and design practices when you send out a survey. If it frustrates your customer to navigate your survey or if it takes them 15 minutes to complete, inevitably boring them, your survey design isn’t very good and the quality of your results will be negatively impacted.