Posts Tagged: Net Promoter Score

Does it matter which customer experience metric you choose?

Are you responsible for measuring the progress in improving customer experience? If yes, I’m sure you needed to come up with a rationale on which metrics to choose for this: Is it an all ubiquitous Net Promoter Score (NPS), the traditional customer satisfaction CSAT, or a more recent invention Customer Effort Score (CES)?

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Why invest in the Net Promoter Score?

Are you wondering whether to invest in the Net Promoter Score (NPS) to improve your customer experience? The debate is rife amongst NPS evangelists and those who are more doubtful, so here I share some examples of companies who have invested in NPS and made real improvements.

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3 Best Practices for Coding Open-Ended Questions

Open-ended survey questions often provide the most useful insights, but if you are dealing with hundreds or thousands of answers, summarising them will give you the biggest headache. The answer lies in coding open-ended questions. This means assigning one or more categories (also called codes) to each response. But how to go about it?

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Accuracy study – coding open-ended questions in a Net Promoter Score survey

Four people and several automated solutions were tested on a task of coding open-ended questions in a Net Promoter Score (NPS) survey. Their task: figure out the five key reasons behind an NPS survey and the five areas that could be improved. Here, we compare their performance using an academic metric of consistency. 250 students at a Swiss business school responded to a classical NPS survey with a scale question How likely are you to recommend the…

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Key take-aways from sentiment analysis symposium 2016

In July 2016, I was fortunate enough to speak at the Sentiment Analysis Symposium in New York. It is one of the most important events for those who invent text analytics solutions and for those who use them. I also attended the co-located sentiment analysis tutorial run by Jason Baldridge. Overall, this was an excellent event to get up to speed on the current state of affairs and the future outlook. So, here are my…

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Why most customer feedback analysis tools suck and how to fix this

They collect scores into pretty dashboards, but don’t actually tell what the feedback is or how to achieve customer loyalty. Customer feedback analysis tools are all the rage, but most of them suck. If you ever left a review yourself, you will know that your score is not nearly as valuable as the review itself. Think about it: as a business, how useful is the average of 100 scores compared to 10 customer comments on…

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