Your customers are dying to tell you something

Justine Rouckhout


NPS, two questions or more? That’s the question!

Leslie Cottenje

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.

Understand customer needs better than your customer!

Justine Rouckhout Posted by Justine Rouckhout on August 12, 2016

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.

Why you shouldn't be using NPS as core metric for Industry Benchmarks

Justine Rouckhout Posted by Justine Rouckhout on June 27, 2016

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.

Don't fear your detractors

Justine Rouckhout Posted by Justine Rouckhout on March 4, 2016

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.