When Ordinary Satisfaction Says More Than NPS
Picture two companies. One boasts every quarter about a Net Promoter Score of around 45 and talks about it in meetings like it's a school report card. The [...]
Open-ended questions aren’t an add-on, but a skill.
Try picturing two versions of the same customer. In the first scenario, they give you 6 out of 10 on a satisfaction survey. In the second, they give [...]
When to Use CES and When to Use NPS and Why It Matters
When I ask people working in CX which metric they use to measure customer experience, I usually get a one-word answer: NPS. And when I ask why NPS [...]
When service is invisible, it works best
The best customer experience is the one the customer never even notices. No complaint, no call to support, no frowning at an email. Just a feeling that everything [...]
CX in a small company
I admit that when someone asks me for advice on customer experience, I often first hesitate over one question: how many of you are there? Because most of [...]
Why Customers Lie in Surveys and What to Do About It
Let me admit something that puzzled me for a long time. I was working on a project where the company was collecting customer feedback systematically. The sample sizes [...]
