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Net Promoter Score: An overview

Net Promoter Score: An overview Introduced in Fred Reichheld Bain's article "one number you need to grow" in the 2003 Harvard Business Review, Net Promoter Score (NPS) is a management tool that serves as an avenue of gauging customer satisfaction and patronage. The major aim of this tool is to [...]

By |2018-12-04T13:16:36+00:00November 27th, 2018||0 Comments

The importance of empathy in online surveys

The importance of empathy in online surveys There is an important element that is often overlooked when writing survey questions. That element is empathy. The importance of empathy in online surveys is vital to getting the honest and reliable responses that provide you with the information you need. What do [...]

By |2018-10-20T18:48:28+00:00February 6th, 2017|, |0 Comments

Pros and cons of the Likert Scale

The first step in writing great survey questions is to know what you are looking for. Knowing what kind of data you want will go a long way in helping you formulate questions that will actually result in the data you want. For example, when would a yes or no [...]

By |2018-01-08T13:26:05+00:00December 30th, 2016|, |0 Comments

Knowing what net promoter score benchmark applies to your business

The net promoter score is regarded as an important marketing metric and practically every business leader wants to know how good their net promoter score is. The problem is that the net promoter score isn't always a black and white issue. It isn't always that easy to get accurate figures. [...]

By |2018-01-08T13:26:05+00:00December 15th, 2016|, |0 Comments

Benefits of the net promoter score

Benefits of the net promoter score The net promoter score has a number of benefits. While it certainly cannot answer every question, it is an important part of building quality customer relations and positioning your company for expansion. It can be checked periodically, enabling you to compare results from one [...]

By |2018-10-21T09:41:56+00:00November 22nd, 2016|, |0 Comments

Survey rating questions vs ranking questions

The terms, rating and ranking, often get confused when referring to survey questions.  The reason for this is that both types of survey questions are generally multiple choice.  The best way to distinguish between the two is to understand what the different types of questions are looking for. So here [...]

By |2018-01-08T13:26:05+00:00November 9th, 2016|, , |0 Comments

Tips on asking the right customer service questions

Your customers can be a marvellous resource in more ways than one.  They can bring you referrals, help you understand the marketplace and, most importantly, they can tell you what you're doing right and wrong.  In other words, they can help you expand your business in a number of ways. [...]

By |2018-01-08T13:26:05+00:00November 2nd, 2016|, |0 Comments

How to build a great online survey

You may be able to make a sale by knowing what the customer wants and delivering it. But, you are far more likely to retain customer loyalty by knowing the reasons behind the customer's thoughts and opinions. And a great online survey can help to uncover customer sentiment, customer satisfaction [...]

By |2018-01-08T13:26:28+00:00October 24th, 2016||0 Comments

Understanding the Net Promoter Score

Understanding the Net Promoter Score There is some confusion about what a net promoter score® actually is. Some people consider it to be the percentage of customers who would happily and willingly promote a particular company. This isn’t actually the case. The net promoter score isn’t a percentage, it’s an [...]

By |2018-11-20T13:45:42+00:00September 26th, 2016||0 Comments