Following hot on the heels (clogs?) of our Dutch Effect post yesterday, we were immediately contacted by a local Amsterdam enterprise, who are determined to show that the Dutch are not low markers when it comes to Net Promoter® Score.
Local businessmen Hertz van Rental, is the owner of the “Stoot Je Hoofd Niet” Snack-Restaurant [trans: "Don't Hit Your Head"], slap-bang in the centre of the old Jordaan, Amsterdam’s former working-class-gone-hip neighbourhood, and represents a collective of bars and cafes in the area. The venues sell the well known Dutch delicacy, the tasty “Kroket” (or “Kroketje” to the cognescenti), a filling food which is the ideal complement to a beer, while enjoying the bar singers belting out sentimental Johnny Jordaan or Tante Leen numbers. The organisation goes by the name of the Jordan Organisation for Kroketje Excellence, and is dedicated to high standards of quality and service for this important part of the experience.
“Our Net Promoter Scores are so high” says Mr van Rental, “that our members regularly get an NPS of more than 90″. He concedes that booze and singing might help push up the scoring a little, but showed us verbatim comments from customers along the lines of “I would give you 11 out of 10 for this Kroket”. He challenged us to help his organisation take better feedback from their customers.
I am proud to say the CustomerGauge organisation rose to the challenge.
Thoughts on how cultural differences impact Net Promoter® Score
Yesterday we had three webchat enquiries within an hour from different countries relating to exactly the same topic. This one is typical: “I’m searching for information if there are cultural effects that impacts the NPS. I’m specially interested in if Dutch customers are “harder” to receive a high NPS score from then the rest of Europe”. It’s not normal to hear such a specific pattern of questioning like this, and at first we thought it might be some kind of sophisticated botnet attack attacking customer loyalty firms. But when we spoke to one of the questioner it was clear it was genuine, apparently triggered by one of the company’s Big Client survey results just coming back. And you guessed it, a low score from the Low Countries.
I was asked, in a conspiratorial way “Is there something like a “Dutch Effect” on scores?”