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 measure the loyalty of the [...]

By |2019-02-13T08:30:34+00:00November 27th, 2018||0 Comments

How Technology has Redefined Customer Satisfaction

Changes in technology have always changed customer satisfaction, and has redefined customer satisfaction; changing what customers define as satisfaction.  That definition has been changing more rapidly than ever before. First, let's look at the history of what customers consider to be a satisfying relationship with a company.  A century ago, [...]

By |2019-02-13T08:37:33+00:00November 28th, 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 |2019-02-13T08:39:09+00:00October 24th, 2016||0 Comments