The survey is the experience

I was struck by two examples of customer experience surveys today. I don’t answer them anymore. Even professionally interested, it’s just an endless stream of requests – too much effort for anyone. One was from Southern Water and “4Delivery Ltd”. Apparently they’ve been upgrading a sewage works some half a mile away. They are thanking […]

NPS measurement isn’t the same as advocacy

I was spurred to look up what I’d written on Netpromoter or NPS by two things this week. First seeing a tweet about Nina at Porsche talking at Jump on Porsche’s journey with NPS. Nina has been in the Chief Customer Officer Forum since its early days (crumbs CCOF it’s about to go into its […]