The online customer satisfaction survey I received today had me noticing an unfortunate side-effect of the NPS (Net Promoter Score) schema and visual imagery. For those of you unfamiliar with NPS as a way to measure and track customer satisfaction, here is how it goes. In your survey ask: “How likely are to recommend Acme…
A good friend and client likes to joke during every project: “Remember Joe, correlation does not imply causation.” Well, I thought she was joking. Surely everybody with a job in marketing research knows this? Apparently not. Even professors at fancy business schools seem to forget it, as evidenced by this snippet of an article a…
This is still raw, so I’m working hard to be constructive and not mean. But seriously, how much more self-centered can a veterinarian company be, than to send me a survey the morning after my dog dies to ask, “How did we do?” Yes, this really happened. On Friday, Lancelot (pictured above, on the day…
We have never deployed a customer satisfaction survey for our own customers. Why? Because most CX surveys are not designed to help customers. But we’ve just taken inspiration from a unique survey from Skype for Business, in order to Build a Better Customer Satisfaction Survey. It’s our feature article in this quarter’s newsletter. It highlights…
One thing that impressed me about my recent trip to Disney World (for Versta Research’s presentation on infographics at LIMRA’s annual market research conference) was this: It felt nice not to be badgered at every “touch point” for survey feedback about how they were doing. Indeed, Disney World is known for taking customer experience to…
Maybe you got one of these printed notes from a cashier at Walmart, like I did: $1000 You can win a $1000 Gift Card and we can improve your shopping experience! Please follow the instructions on your receipt. “9” is NOT fine… We’re focused on an excellent experience. Please give us a “10” when we’ve…
Five years ago there were too many surveys, and today there are WAY too many surveys. They’ve taken over management functions and customer service departments. Have a complaint? Forget calling customer service (and good luck finding them). The best way get your complaint addressed is to give a low survey score, and, pronto, somebody contacts…
There are plenty of good reasons to use Net Promoter Scores (NPS). They are based on sound measurement, are simple to use, are conceptually compelling, and are widely known by business executives outside of market research. But you know something is amiss when your bank starts asking how likely you are to recommend the online…
Getting research used is one of the toughest challenges market research professionals face. And we all agree (at least I hope we do) that it’s the most important part of what we do. It matters that the internal consumers of our work are actually using it. That we’ve turned data into stories that are understood.…
Just last week a client proposed having their salespeople recruit customers to take the loyalty and satisfaction survey we had launched for them. It’s a terrible idea, for exactly the reasons that Dagwood realizes with his baffled look in this cartoon. If you want honest feedback that your business unit can honestly use to improve,…