LoginSign up
MyCustomer
Subscribe to Newsletter
Menu
Marketing
StrategyTechnologyData
Sales
Sales performanceCRMEcommerce
Service
ManagementContact centresChannels
Customer Experience
EngagementLoyaltyVoice of the Customer
Resources
Whitepapers & researchWebinarsPodcastsGlossaryIndustry news
CX Leader of the Year
Blog
Subscribe to Newsletter
joakiren
Member Since: 25th Sep 2019
Blogger
joakiren
Calidad a Distancia
  • Blog posts
  • Discussions
  • Discussion replies
  • Comments

My answers

25th Sep 2019

Dear Mr.Sampson, as a result of what has been my personal experience when measuring Customer Satisfaction in a great bank, I must say the inconvenience of using NPS. First, when asking for a recommendation score you need to apply it to a service, not to a brand. Otherwise people will include in the mental score they gived other factors, such as everything they've heard about the company lately. So if you want to improve your NPS, launch a marketing campain... Second, many people [as I do] need a period of time to think all the little moments good and bad that conforms the global experience of flying. And they have to be prioritized to have the right weight in you decision.

Reply to
Why NPS, CES & CSAT aren’t good customer success metrics

Most read this week

Contact centres
20th Apr 2021

Live Q&A: Who is delivering modern enterprise CX?

by
Neil Davey
calabrio

Trending

Contact centres
20th Apr 2021

Live Q&A: Who is delivering modern enterprise CX?

by
Neil Davey
Management
13th Apr 2021

How do you engage senior leaders in CX?

by
Chris Ward
Data
16th Apr 2021

Reboot your customer research with these methods

by
Jeannie Walters

Latest resources

Webinar
How to use AI to anticipate, advise and improve experiences
Whitepaper
AI in the contact centre: pitfalls to avoid
Guide
Designing a world-class CX approach
Research
The health of the contact centre
  • About MYC
  • About SIFT
  • Glossary
  • Advertise
  • Terms of use
  • Privacy policy
  • Sub-Processors List
  • Site rules
  • Contact us
Copyright 2021 Sift
Sift