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How many results are needed for an effective poll?

Knowing how many results are needed for an effective poll brings us back to college where we took Statistics 101.  The answer is... as many as we can get. Opinion Bias Imagine if we had to go to our boss and give a level of certainty against [...]

What is the Net Promoter Scale?

The Net Promoter Scale is a customer loyalty metric developed by Fred Reincheld, Bain and Company along with Satmetrix.  It was published in the 2003 Harvard Business Review entitled "One Number You Need to Grow."  They call it officially the [...]

Example NPS Survey Questions

Example NPS Survey Question In this post I want to spend a few minutes providing example NPS Questions.  The key to a solid NPS question is that it is straight to the point, simple and non distracting.  If you have words in your question [...]

Why you should not game your NPS score.

Several people have asked me for tricks on how to artificially boost their NPS score.  That question immediately sends off red flags that scare me.  Why would you want to artificially boost your own NPS score and data?  If so then your [...]

Does improving your NPS correlate to improvements in other business metrics?

Does improving your NPS correlate to improvements in other business metrics?  The short answer is Yes.   The depth, degree and frequency to the correlation however is what can vary dramatically between companies. How is it Correlated? In [...]

NPS Cartoon - Automating Great Scores

  The Net Promoter speech recognition system was excessively [...]

Is your NPS Score correlated to your Response Volume

This is great question.  The short answer is that the more NPS responses you have to work with, the more accurate your NPS score. How is your NPS Score and Response Rate Correlated? This is a byproduct of user research that actually has little [...]

5 Big NPS mistakes you can't afford to make

Net Promoter Score is a very valuable tool in conducting your user research and understanding.  However there are several pitfalls that can often be easy to fall into.  let' spend a few minutes going into those now. Ignoring the Big [...]

Should you exclude certain customers from your NPS survey?

This question has come up a lot and there are several different answers that are all correct in various situations. Let's take a few minutes and explore some of these. Should you exclude certain customers from your NPS survey? First off - I [...]

Can Facebook Likes substitute your NPS Score?

Great Question.  The short answer is that they can't substitute an NPS score, rather they are a great complimentary metric. How do NPS and Social Media interactions differ Let's use the Facebook like feature to compare against an NPS [...]
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