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The 14 Most Common Mistakes in Implementing a Net Promoter Score System (a Three-Part Series), Part Three: Interpretation of Results and After-Survey Action

[fa icon="calendar'] Jun 15, 2016 2:24:53 PM / by Matti Airas posted in Net Promoter Score, text analysis, net promoter process, customer loyalty, NPS, cx analytics, customer experience

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This blog post is the third in a series of posts on mistakes to avoid in implementing NPS in your company. We have broken the series down into three parts: Before You Start, Survey Design and Targeting, and Interpretation of Results and After-Survey.

Over the last two weeks we've posted Part One: Before You Start and Part Two: Survey Design and Targets

Here is Part Three: Interpretation of Results and After-Survey Action...

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The 14 Most Common Mistakes in Implementing a Net Promoter Score System (a Three-Part Series), Part Two: Survey Design and Targets

[fa icon="calendar'] Jun 8, 2016 1:42:12 PM / by Matti Airas posted in Net Promoter Score, text analysis, net promoter process, customer loyalty, NPS, cx analytics, customer experience

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This blog post is the second in a series of posts on mistakes to avoid in implementing NPS in your company. We have broken the series down into three parts: Before You Start, Survey Design and Targeting, and Interpretation of Responses and After-Survey.

Last week we posted Part One: Before You Start

Here is Part Two: Survey Design and Targets...

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The 14 Most Common Mistakes in Implementing a Net Promoter Score System (a Three-Part Series), Part One: Before You Start

[fa icon="calendar'] Jun 2, 2016 9:48:37 AM / by Matti Airas posted in Net Promoter Score, text analysis, net promoter process, customer loyalty, NPS, cx analytics, customer experience

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This blog post is the first in a series of posts on mistakes to avoid in implementing NPS in your company. We have broken the series down into three parts: Before You Start, Survey Design and Targeting, and Interpretation of Responses and After-Survey.

Here is Part One: Before You Start...

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B2B and NPS: Are You Able to Improve Your Operations and Innovate Based on Customer Feedback?

[fa icon="calendar'] Mar 31, 2016 10:27:32 AM / by Matti Airas posted in Net Promoter Score, Voice of Customer, net promoter process, customer loyalty, NPS, Customer Surveys, cx analytics, customer experience, B2B

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When we talk about the Net Promoter System (read NPS primer here), we usually talk about B2C companies gathering feedback from the thousands or millions of consumers who are buying their mostly standard (i.e. the same for all customers) products or services. These products and services are not typically tailored to individual shoppers, and the way of working (the shopping, purchase, and delivery experience) is largely the same for all customers or, at the very least, all customers within a specific geographic region.

 

But what about B2B?

B2B relationships typically involve an account team on the supplier’s side dealing directly with a dedicated person or team on the customer’s side. These relationships tend to be more intimate, involve more interaction between the vendor and a customer over a longer period of time, and the way of working is often unique (at least to some extent) to each account team, maybe even to each customer. In many cases, there is a sense of teamwork–supplier and customer working together to ensure the customer’s success–that is not present in B2C relationships.

 

Net Promoter System suits B2B well when the number of customers is large or when the product and service interaction is complex

NPS can be particularly well-suited to gathering customer feedback from and taking the pulse of your B2B customers in these types of relationships. Let's look at some of the reasons for this and a few of the ways of using NPS in B2B.

 

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Are you implementing the second question of your Net Promoter Score (NPS) surveys correctly?

[fa icon="calendar'] Mar 9, 2016 7:10:44 PM / by Matti Airas posted in Net Promoter Score, net promoter process, customer loyalty, NPS, cx analytics, customer experience

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More and more companies are utilizing Net Promoter Score (NPS) surveys to gather feedback from their customers, and increasingly more vendors are offering the distribution of NPS surveys as a service to these companies. As with all popular and oft-copied trends, the quality of NPS surveys is starting to suffer from a lack of fundamental understanding.

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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

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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.

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