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Net Promoter News: Jet Blue does NPS b2e, NPS holds up in HBR, Nokia claims high NPS.... again - and have you been "Phliked" on Facebook?


Jet Blue uses Net Promoter to measure employee engagement

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Net Promoter is generally considered as a metric to measure customer advocacy and satisfaction, but in fact, it is also a valuable metric  to survey employee satisfaction.

Jet Blue (in collaboration with consultants HCMI) is one recent company that has done just this – using Net Promoter to test how likely employees are to recommend working for the airline.

The logic is simple. Highly-engaged employees translates into higher Net Promoter scores by customers, so in order to improve engagement across its workforce, Net Promoter was adopted in combination with other metrics to identify areas where employee engagement was lagging and implement HR initiatives to improve it.

Following successful results, the airline surveys its employees continuously on their employee anniversaries. This gives the company an ongoing insight into employee advocacy and helps leadership develop and implement strategic solutions to improving training and other management decisions that ultimately have a positive impact on the bottom line.

We have discussed elsewhere that too often employees are a forgotten cornerstone of customer advocacy, so it’s fantastic to see a business of the caliber of Jet Blue use Net Promoter to proactively address employee satisfaction.  Workforce

[NB. We at CustomerGauge also measure this business-to-employee metric. We give it the snappy acronym B2e.]

Harvard Business Review validates Net Promoter 

[caption id="attachment_3182" align="alignnone" width="253" caption="Net Promoter vs CES and CSAT - Research from Dixon, Freeman, and Toman, published in HBR, 07-2012"]HBR-07-2012-Dixon-et-al.jpg[/caption]

In order to assess which is the single best customer satisfaction question between Customer Satisfaction (sometimes called CSAT), Net Promoter Score (NPS), and Customer Effort Score, researchers Matthew Dixon, Karen Freeman, and Nicholas Toman analysed 10,000 responses from 100 companies to see how results predicted customer loyalty levels, with results published in Harvard Business Review.

The results were widely different – the authors attribute this to survey bias – but they did conclude that Customer Satisfaction is not the best predictor of expenditure, while NPS is “clearly a good predictor of the individual customer's attitudes”.

One more tidbit to note from the post – in the comments below the article Customer Effort Score co-founder Nick Toman states “CES was developed purely as a post-service transactional loyalty metric. In no way, shape or form would we advise this be used to examine broader relationship loyalty.” Harvard Business Review

Nokia Lumia 900: Hot or not?

It’s a case of “another product release, another high Net Promoter score” for Nokia. According to the company, a survey in conjunction with Nielsen has given the new Lumia 900 a Net Promoter score of +63. This follows on from Nokia reporting its Asha range and Lumia 800 both scored extremely highly with Net Promoter.

But according to another source, users do not have such a rosy view of the new handset. A survey by Yankee Group with a sample size of 111 returned an NPS of -50.

This massive difference has us scratching our heads, so we did a quick scan of reviews to see what professional opinion-givers say. Crave Online, CNet, and techradar all give the thumbs up, leaving us to wonder – why were the respondents in the Yankee Group survey so low?

If you have used the Lumia 900, please let us know how you’d rate it! Conversations by Nokia, Yankee Group

In brief: NextUC and PEER 1 claim growth, strong NPSs

And Finally... Have you been “Phliked”on Facebook?

[caption id="attachment_3184" align="alignleft" width="222" caption="Phlike. It's a Phony Like."]phlike.png[/caption]

Measuring customer advocacy across social media platforms such as Facebook and Twitter is an emerging trend in our industry, but one that has yet to convince us as being equal in value to surveying customers with Net Promoter.

Among other things, sentiment on social media platforms is unstructured and unrepresentative, and while monitoring social conversations is definitely important, it is a reactive rather than proactive way of listening to customer feedback. We could go on, but you get the picture.

Now another story emerged to muddy the waters of hyped “social media measuring” products. Earlier this year Facebook itself announced that 5-6% of its 900 million users may be fake – that’s around 50 million profiles. And this week the BBC ran a story on scam profiles set up by robot computer programs or low-paid spammers in developing countries that inflate the number of "Likes" on Facebook.

For those in the know, the phrase du jour is “Phoney-Like” hence "Phlike"  – as in "How many "Phlikes" have you got?"

Do you think Facebook “Phlikes” are an issue? Let us know! Source: BBC

Next Up: Case Study: Making Customer Loyalty a Company Staple (Basic American Foods)

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