Comments for CustomerGauge

Comment on CustomerGauge unleashes revolution in Customer Feedback Management (press release) by Gilles

Gilles — Sat, 12 May 2012 18:36:48 +0000

Well done, impressive developments, would love to get a demo soon.

Comment on They Don’t Like Mondays. Or Do They? Scoring Net Promoter by Day of the Week. by Dimi Goetz

Dimi Goetz — Thu, 12 Apr 2012 12:02:15 +0000

Hi, this is an interesting analysis.
What is interesting as well, is an analysis based on the day the customer contacted the support center, not which day he filled out the survey. This will probably give you the expected result, with having lower scores on Monday’s. Mainly because support centers experience difficulties to handle the high Monday volumes causing longer waiting times, ending up with customers rating the overall experience as bad or at last worse than on other weekdays.

Comment on Net Promoter News: Safelite breaks NPS glass ceiling, Overstocks over 60, Android losing NPS battle, B2B Comp in the swingin’ 60s by A Customer Experience Blog to Grow Your Business and People » #custexp Links Monday Edition (April 2nd, 2012)

Tue, 03 Apr 2012 05:01:47 +0000

[...] Safelite Glass and NPS [...]

Comment on Free Webinar: The “Loyalty Robot”: Learn how to increase customer loyalty and grow online sales automatically by Antone Marchal

Antone Marchal — Sat, 10 Mar 2012 17:19:31 +0000

Hell, there isn’t any rules here – we’re looking to accomplish something.
Time will be the scarcest resource and unless it is managed nothing else can be managed.

Comment on Webinar: Customer Service Fire-Fighting – Basic workflow for Customer Rescue, and Conversion to Promoters by Webinar: Customer Service Fire-Fighting – Basic workflow for … | effort.ly

Wed, 15 Feb 2012 11:53:01 +0000

[...] article: Webinar: Customer Service Fire-Fighting – Basic workflow for … /* */ window.fbAsyncInit = function() { FB.init({appId: [...]

Comment on Avoiding a Night in the Barrel: What businesses can learn from the US Navy Greenie Board by Jan Schmidt-Wussow

Jan Schmidt-Wussow — Sat, 28 Jan 2012 17:10:32 +0000

Hello Adam, hello Rob,

what an excellent way to add some excitement to the otherwise maybe a bit “dry” NPS environment. And on top the “Greenie Board” comparison is by no means far-fetched…
Keep up the good work!

Jan

Comment on Avoiding a Night in the Barrel: What businesses can learn from the US Navy Greenie Board by From Warship to Relationship – What the Navy can teach us about implementing Net Promoter — Golden Mean

Fri, 27 Jan 2012 18:21:01 +0000

[...] Read the whole article and catch the video here. [...]

Comment on Avoiding a Night in the Barrel: What businesses can learn from the US Navy Greenie Board by Robert Kerner

Robert Kerner — Fri, 27 Jan 2012 09:15:40 +0000

Adam,

Nice post, I also appreciate the comments supporting the men and women in the armed forces. I would say if watching the video makes you a bit nervous, just remember that 365 nights a year somewhere in the world this is going on!

Don’t forget the people that keep us safe next time you are cosy in bed with your family.

Rob

Comment on Net Promoter: Is there a “Dutch Effect”? by Fun with Net Promoter Customer Insights « Customer Insight = Revenue

Fun with Net Promoter Customer Insights « Customer Insight = Revenue — Wed, 11 Jan 2012 17:43:25 +0000

[...] article (including great response from the NPS “Godfather”, Fred Reichheld) on cultural bias: Net Promoter: Is there a “Dutch Effect”? Advertisement LD_AddCustomAttr(“AdOpt”, “1″); LD_AddCustomAttr(“Origin”, “other”); [...]

Comment on Net Promoter: Is there a “Dutch Effect”? by CustomerGauge News

CustomerGauge News — Wed, 16 Nov 2011 15:51:12 +0000

Matt
that’s an interesting question… I can’t speak for the industry but I can tell you how we handle this on CustomerGauge now.

First, we always try to send a survey in the recipients language. If we don’t know it, we sometimes use some links at the top of the page, usually with images of flags to help navigation – one clients survey we did had four variants: English, German, Chinese and Japanese that were linked. Or we send in native language wherever possible – for example with another client we have 20+ language variants. Putting a survey in another language is relatively inexpensive, and I think should always be done. Do make sure it is approved by a local language speaker.

Second, let’s say you have a good translation of “would you recommend”. Even then, the meaning of “recommend” does not always have the same nuance in different cultures. So does this matter? Well, it matters if you want to compare the NPS scores of each country. It is one of a number of factors that determine cultural NPS differences. But if you are consistent, and keep asking the same question in the same way, you can do a single country benchmark. You might then choose to compare “NPS improvement rate” between countries. That will work well. As an example, on a continuous survey system you might say that a 1-point improvement per month might be a good start… Adam