Skip to content
  • Research Approach
    • Quantitative
    • Qualitative
    • Opinion Polling
    • Membership & Community
    • Decision Support
    • Concept Testing
    • Complex Designs
    • Statistics & Analytics
  • Selected Work
    • Couples and Dyadic Design
    • Marriage Equality
    • Personas Old and New
    • Tracking Wellbeing
    • Supporting Thought Leadership
  • Perspectives
    • Newsletters
    • Versta Blog
    • Best of the Blog
    • Subscribe to Newsletter
  • About
    • About Versta
    • Video Introduction
    • Turning Data Into Stories
    • Leadership
    • Versta in the News
    • ISO 27001 Certified
    • For Survey Participants
  • Contact
    • Contact
    • Do Not Contact
Main
Versta Research
Market research and opinion polling.
Versta ResearchVersta Research
  • Research Approach
    • Quantitative
    • Qualitative
    • Opinion Polling
    • Membership & Community
    • Decision Support
    • Concept Testing
    • Complex Designs
    • Statistics & Analytics
  • Selected Work
    • Couples and Dyadic Design
    • Marriage Equality
    • Personas Old and New
    • Tracking Wellbeing
    • Supporting Thought Leadership
  • Perspectives
    • Newsletters
    • Versta Blog
    • Best of the Blog
    • Subscribe to Newsletter
  • About
    • About Versta
    • Video Introduction
    • Turning Data Into Stories
    • Leadership
    • Versta in the News
    • ISO 27001 Certified
    • For Survey Participants
  • Contact
    • Contact
    • Do Not Contact
Search:
  • Home
  • Research Approach
    • Quantitative
    • Qualitative
    • Opinion Polling
    • Membership & Community
    • Decision Support
    • Concept Testing
    • Complex Designs
    • Statistics & Analytics
  • Selected Work
    • Couples and Dyadic Design
    • Marriage Equality
    • Personas Old and New
    • Tracking Wellbeing
    • Supporting Thought Leadership
  • Perspectives
    • Newsletters
    • Versta Blog
    • Best of the Blog
    • Subscribe to Newsletter
  • About
    • About Versta
    • Video Introduction
    • Turning Data Into Stories
    • Leadership
    • Versta in the News
    • ISO 27001 Certified
    • For Survey Participants
  • Contact
    • Contact
    • Do Not Contact

Tag Archives: NPS

Why You Need Designer Data

Why You Need Designer Data

Data Analysis & Analytics, Data Collection, Survey DesignBy Joe HopperAugust 26, 2020

One luxury of doing primary research is that you can get data perfectly tailored to the problem you need to solve. Primary research allows you to design how data will be elicited, and how, exactly, attitudes and behaviors are measured. Hence, you get the insight you need. If you don’t have perfectly tailored data, you…

Why Your CEO Loves NPS: It Is Never Audited, and It Never Declines

Why Your CEO Loves NPS: It Is Never Audited, and It Never Declines

Best of Blog, Future Trends, Presenting Research, Topics in MarketingBy Joe HopperApril 22, 2020

Market research has made it all the way to the top! It has a seat at the c-suite table just as marketing and research champions have hoped for all these years. According to a recent analysis by The Wall Street Journal, a large number of CEOs now track their company’s Net Promoter Score (NPS) obsessively,…

Respondent Burnout is Killing NPS

Respondent Burnout is Killing NPS

Data Collection, Topics in MarketingBy Joe HopperSeptember 11, 2019

An unfortunate consequence of NPS (Net Promoter Score) mania is that now zillions of surveys stalk us everywhere. Therefore, the likelihood of any particular survey being completed is extremely low. That might be okay if you are a large company with hundreds of thousands of customers to burn through with e-mail blasts. But if you…

Don’t Color-Code Your NPS Net Promoter Scale

Don’t Color-Code Your NPS Net Promoter Scale

Data Collection, Methods & Tools, Survey Design, Survey TipsBy Joe HopperApril 24, 2019

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…

Two-Point Scales Have the Highest Reliability

Two-Point Scales Have the Highest Reliability

Methods & Tools, Survey Design, Survey TipsBy Joe HopperJune 27, 2018

If you want the most valid and reliable measures you can get, forget about NPS and other 11-point scales that so many companies use as their primary measure of customer satisfaction these days. It turns out that 2-point scales (yes vs. no, satisfied vs. dissatisfied, etc.) are far more reliable measures for gauging consumer attitudes.…

The Dubious ROI of Customer Satisfaction Surveys

Data Analysis & Analytics, Topics in MarketingBy Joe HopperFebruary 21, 2018

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…

My Dog Died and I Got a Survey

Data Collection, Survey Tips, Topics in MarketingBy Joe HopperDecember 13, 2017

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…

Good Reasons to Ask Bad Questions

Data Collection, Survey Design, Survey TipsBy Joe HopperMay 10, 2017

In the Versta Research spring newsletter, Build a Better Customer Satisfaction Survey, we mentioned—but did not speak to—the seventh question in our newly developed survey for clients. It was added at the last minute. We put it right at the top, so it is the first question you see. If you didn’t yet test drive…

Build a Better Customer Satisfaction Survey

Build a Better Customer Satisfaction Survey

Survey Design, Survey Tips, Topics in MarketingBy Joe HopperApril 26, 2017

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…

9 Is Not Fine with NPS Scores

9 Is Not Fine with NPS Scores

Data Collection, Methods & Tools, Topics in MarketingBy Joe HopperFebruary 4, 2016

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…

→12→

© 2025 Versta Research, Inc. | Privacy Policy | Contact

Go to Top