Comments for Genroe1to1

Comment on New Insights: Net Promoter Score Vs Customer Satisfaction by Case study: nib health fund's Sucessful Net Promoter Score Implementation | Genroe1to1

Tue, 15 May 2012 00:15:32 +0000

[...] New Insights: Net Promoter Score Vs Customer Satisfaction [...]

Comment on Five things to do right now that will drive more value from customer feedback by Adam Ramshaw

Adam Ramshaw — Thu, 10 May 2012 22:15:11 +0000

Luke,

Glad you found it useful.

I’m not saying social is not good. It is great for listening to customers who do not make direct contact with you. I’m just saying that it is not the panacea for all that ails us that it’s often touted as.

Adam

Comment on Five things to do right now that will drive more value from customer feedback by Luke W

Luke W — Thu, 10 May 2012 21:01:26 +0000

Really useful breakdown – thanks for sharing your thoughts.

Hah with the sigh on social media, but it can be a brilliant way to find what your customers are saying, especially to find feedback not directly addresses towards you.

“Listening” like this can be a fantastic resource to gather some valuable data – cheaper than feedback groups too!

Comment on Are you stuck on the delight the customer merry-go-round? by Customer Loyalty Surveys: Do you include all 3 critical elements | Genroe1to1

Tue, 10 Apr 2012 00:11:50 +0000

[...] More recently this Customer Effort Score question has also been found to correlate well with customer loyalty. For more information see this post on “customer effort score” [...]

Comment on People are not thermometers so customer feedback is messy by Quora

Quora — Wed, 04 Apr 2012 22:30:29 +0000

Do your customers answer the questions they’re asked?…

No customers don’t always answer the question that you’ve asked them but people are not thermometers so customer feedback is inherently messy. My customers tell me about the phenomenon on a regular basis. My response is that just because not all your…

Comment on Net Promoter Score Research: the “for” and “against” list by How to set Net Promoter targets for your organisation | Genroe1to1

How to set Net Promoter targets for your organisation | Genroe1to1 — Wed, 21 Mar 2012 21:23:09 +0000

[...] about absolute scores and instead focus on relative changes in scores over time. We know from the Net Promoter research that if your score goes up, then your revenue will probably go up. This is the basis for using Net [...]

Comment on Three Prerequisites to setting Net Promoter targets by How to set Net Promoter targets for your organisation | Genroe1to1

How to set Net Promoter targets for your organisation | Genroe1to1 — Mon, 19 Mar 2012 23:17:54 +0000

[...] you have the three prerequisites to setting Net Promoter targets in place you can move on to setting targets for your [...]

Comment on Three Prerequisites to setting Net Promoter targets by Adam Ramshaw

Adam Ramshaw — Tue, 13 Mar 2012 21:36:20 +0000

Tim,

Thanks for your comment.

You are very correct. The margin of error for NPS is larger than people expect because of the Promoter/Detractor maths. Thanks for dropping in some hard numbers for people.

Adam

Comment on Three Prerequisites to setting Net Promoter targets by Tim Tyler

Tim Tyler — Tue, 13 Mar 2012 20:36:52 +0000

The real versus noise point is often harder to clarify as the sample sizes need to be quite large for NPS. But it is worth the effort as you say!

For example, to achieve a 5% margin of error if your customer base is 500,000 you need 768 survey responses.

If you have 100 responses per month, NPS differences less than 11.8% are not significant i.e. they could be noise.

(All according to Satmetrix).

Explains why you also need to pay attention to the qualitative aspects of the customer responses, unless you have large sample sizes (or small populations).

Tim

Comment on Proof: NPS is much more sensitive than Customer Satisfaction by Net Promoter Score Success Stories and Case Studies | Genroe1to1

Net Promoter Score Success Stories and Case Studies | Genroe1to1 — Tue, 13 Mar 2012 01:55:30 +0000

[...] [11] Genroe1ro1 Blog: Proof: NPS is much more sensitive than Customer Satisfaction [...]