… How likely is it that you would recommend Net Promoter Score (NPS) to a friend or colleague?
FIVE! I reached ‘Survey Fatigue’ some time ago. I am more likely to mark my Bank or Insurer down as a result of being interrupted by yet another survey. Feedback is important, but surely it has got to be about the Consumer experience and not just the need for data!
I was interested, but not necessarily surprised, to find out (thanks to Professor Anne Souchon) that NPS scores typically rise after Service or Product failure if the resolution to the problem is handled well. Exceptional customer service in these instances is often delivered by ‘boundary spanning’ individuals; employees
(Professor Anne Souchon is chair of International Marketing and Associate Dean for Enterprise at Loughborough University. Prof. Souchon recently spoke at the Sir Alan Rudge Theatre on the Net Promoter Score Paradox)