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AudioCast: Why Net Promoter Score is still valuable

In the upcoming IQPC Customer Insight Week on Sept 28, I join a panel discussion on Net Promoter Score with Dann Allan, Head of Experience Design & Improvement at Automobile Association of America.

In preparation for this Panel I am interviewed by Brian Cantor from CMIQ on Net Promoter Score (NPS) to answer the following questions:
1. Why does American Express use NPS?
2. What are the limits of NPS?
3. Will Committment to NPS yield desired results?
4. How has peer to peer impacted NPS
5. What are your recommendations to convince stakeholders on NPS?

Click here to follow the link to the audio podcast
Click here to follow a link to IQPC Customer Week Conference website

Comments

  1. PeterOctober 20, 2011 at 6:17 AM

    Regarding Net Promoter Score, I would would like you to point you to: http://www.wouldrecommend.com

    It is a web application that allows you to easily create and run web-based net promoter surveys, it calculates the NPS for you and you can export the results in various formats.

    I would be very happy if you or the readers of this blog would like to give it a try and share some feedback based on your experience with Net Promoter Score surveys and wouldrecommend.com

    Kind regards,
    Peter Kröpfl

    ReplyDelete

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