Etuma Blog

Lists by Topic

see all

Subscribe to Email Updates

Pushing a Button Doesn’t Tell You Why!

[fa icon="calendar'] Sep 1, 2015 3:39:00 PM / by Matti Airas posted in net promoter process, customer loyalty, psychograpics, happy or not, uber

[fa icon="comment"] 0 Comments

The power of the Net Promoter process comes from two things:

  1. There is a simple score that (even) the management will understand; and

  2. A comment field to provide the reason--the WHY-- for the score. 

Unfortunately many companies are still relying on simple four or five button or star rating systems. These can lead to wrong conclusions, misuse, and not having information that can be used for decision making.

Read More [fa icon="long-arrow-right"]