Net Promoter Score

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How to turn NPS detractors into promoters

How to turn NPS detractors into promoters

Ever wondered why people are more likely to give a bad review instead of a positive one? Are we, human beings, really that bitter or is there another reason? Well, I’m glad I can say we can’t help it. But, to understand where it comes from, we have to go back in time, way back.
August, 2020 Alexander Dobronte
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Why we don’t need a European Net Promoter Score

Why we don’t need a European Net Promoter Score

Back in 2012, I wrote a popular article on the need for a European variant of Net Promoter Score which got a lot of traction, meaning it hit a nerve. It is the top search result on the topic and people ask me about it at conferences and on LinkedIn all the time. Now 9 years later, it is time to revisit the subject. We have conducted literally thousands of Net Promoter ScoreSM projects since then and have learned a lot…
February, 2020 Alexander Dobronte
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How Startups like Airbnb Measure Customer Satisfaction

How Startups like Airbnb Measure Customer Satisfaction

“The ability to learn faster from customers is the essential competitive advantage that startups must possess”, wrote Eric Ries in his book The Lean Startup, the unofficial bible of the startup movement. Measuring customer feedback is extremely important to startups, and in this blogpost we will show you how three of them (TransferWise, Uber and Airbnb) do it.

September, 2018 Alexander Dobronte
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Why buying NPS benchmarks is a bad idea

Why buying NPS benchmarks is a bad idea

How does our Net Promoter Score compare to the scores of our competitors? It seems like a natural question. Why shouldn’t we benchmark our NPS against others? Because it’s not about the number! 

It’s about using an NPS system to improve your own internal processes and become a more customer centric organization.

December, 2016 Alexander Dobronte
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4 tips to get everyone involved in your Net Promoter Score Program: Webinar

4 tips to get everyone involved in your Net Promoter Score Program: Webinar

As we all know, just measuring Net Promoter ScoreSM is not enough. The true goal of an Net Promoter Score program is to raise customer satisfaction which requires getting everyone in your organization involved. Just because the upper echelons of management decide that NPS is important, doesn’t automatically make it so for everybody.

Today, we give you 4 concrete tips you can apply immediately.

September, 2014 Alexander Dobronte
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4 stages of Net Promoter Score (NPS)

4 stages of Net Promoter Score (NPS)

Many realize the strengths of Net Promoter ScoreSM but few exploit the full potential of NPS® in an automated feedback program. In this blog we will go in depth on how to get NPS to the next level and effectively set up an automated feedback loop. We illustrate this with the ‘the 4 stages of Net Promoter Score’. Starting from inviting your customers to a classic customer satisfaction survey going to integrating the Net Promoter Score approach as an early churn detection and prevention mechanism into your Business Intelligence Software.
June, 2014 Gert Van Dessel
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Net Promoter Score (NPS): Advanced Workflow Webinar

Net Promoter Score (NPS): Advanced Workflow Webinar

We all know Net Promoter ScoreSM but how do you get it to the next level? How can you effectively set up a feedback program? To give an in-depth answer on these questions, we hosted a webinar on May 22nd: Net Promoter Score: Advanced Workflow.

Alexander quickly touched on the basics of Net Promoter Score explaining why NPS® is gaining more and more popularity. He shared some insights into the calculation of NPS. These insights showed the best improvement techniques such as: what group (detractors, passives, promoters) should you focus on to improve your NPS score, how can you involve everybody in your organization and how does the power of the customer influence the Net Promoter Score.

May, 2014 Alexander Dobronte
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Why there needs to be a European variant of the Net Promoter Score

Why there needs to be a European variant of the Net Promoter Score

The popularity of Net Promoter ScoreSM is staggering. We see it used constantly in both B2C and B2B surveys. Its utter simplicity is extremely attractive to managers sick of the overly complex reports they are used to getting from the market research industry. What I want to talk about is the impact of culture on NPS®. I started thinking about it when a long-time client of ours in the Netherlands was acquired by an American company. The American company placed great importance on NPS even basing bonuses on it. The American company was surprised at what a low NPS score the Dutch Company was getting. The score wasn’t low, it was just above 0 which in NPS terms is actually neutral.
January, 2012 Alexander Dobronte
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