A few days back I followed a discussion in a LinkedIn group for NPS professionals about asking two or more questions in NPS surveys. From our perspective we have many cases on why you shouldn’t or even should ask more questions, so I wanted to share these learnings and insights with the group and with anyone struggling with this.
The decisions customers make when buying products and services work at a conscious and subconscious level. The result of that? When you ask them for feedback, they can only give you a part of the formula for success.
Benchmarking is the process of comparing one's business processes and performance metrics to industry bests. In order to get the best results, it’s important to choose the right metric.
The Net Promotor System (NPS) allows you to listen to your customers and collect their feedback at the same time. Lots of companies have implemented NPS successfully. Still, companies doubt to start using the system. A question we regularly get is "What if we only get negative feedback?" We understand that question. Nobody likes to get negative feedback. But still, there's no need to fear it.