Launching an NPS program for E-Commerce channels

Posted On August 22, 2014 By Sue Cash

If you’ve been running NPS® surveys for your traditional channels (stores, call centres, mail order) and you now want to include your online channel, here are some considerations: The size of the prize What proportion of your sales currently come from online? What is your stretch goal for the proportion of sales from online channels over the next 3 years? No matter how small the % is now, it will grow. Online is the fastest growing channel and your success in this highly competiti


Learning to love the sample bias in your NPS program

Posted On August 10, 2014 By Sue Cash

The type of customers that respond to a NPS® survey can vary greatly from company to company. Factors affecting responsiveness could include sector, channel of communication (e.g. email, SMS, in store tablets), demographics (e.g. Gen Y, Gen X), the quantity and relevance of your other communications (e.g. promotional emails, Facebook posts), the use of incentives (e.g. prize draw) and how engaged your customers are with your brand (brand fans v. not). It is near impossible to accurate


Do your Promoters actually recommend you?

Posted On July 25, 2014 By Sue Cash

As proponents of NPS® theory, we believe that the “would you recommend” question is valuable for predicting future business growth. But the simple nature of this customer measure does leave some questions unanswered. For example, does the Promoter (person who is highly likely to recommend you) actually do so? On the other end of the scale, does the Detractor (person who is highly unlikely to recommend you) actually recommend you anyway – albeit reluctantly? Or maybe they disc


Identifying your True Detractors using Word of Mouth Index

Posted On June 17, 2014 By Sue Cash

If you have ever been sceptical about the Detractors segment including customers with NPS® from 0-6, we have a couple of tips for you. Firstly, you can create 7 Detractor sub-groups based on their NPS: 0, 1, 2, 3, 4, 5 and 6. Then profile each sub-segment by spend, visit frequency, loyalty/share of wallet, length of relationship, Driver scores etc.  Compare each group to see if there is a gradual increase in value/loyalty as the NPS increases or if there is a step change e.g. between


Resonate’s employee NPS journey (eNPS)

Posted On June 13, 2014 By Sue Cash

To prove that we firmly believe in eNPS programs (Employee NPS®), we ran our own eNPS study with the staff at Resonate and wrote this blog to describe the process and outcomes. The results were very powerful and are already making an impact. We used the first survey to gather the NPS, the reasons for the score and we also asked for ideas for “key drivers” that we could include in future surveys.  It is important to measure the starting NPS and to use that score as a benchmark for


Closed Loop Feedback 101

Posted On June 6, 2014 By Sue Cash

Closed Loop Feedback programs are often based around measuring Net Promoter Score℠ but they can also be based around other satisfaction measures. The most important element of the closed loop feedback program is that you are willing (and able) to act on the feedback and not just run reports.  Ideally, you need to develop a process of reviewing feedback regularly and tracking how it changes over time so you can continually improve and exceed customers’ expectations. Most closed


Net Promoter Score Programs 101

Posted On June 2, 2014 By Sue Cash

Net Promoter Score℠ programs are based on the research undertaken by Satmetrix to identify which single satisfaction measure was the best predictor of business growth. It turns out that the best measure is advocacy.  NPS surveys are therefore designed around the following question. “How likely are you to recommend [insert brand] to your friend/colleagues?” The answer is given on a sliding scale from 0-10 with 0 = Highly unlikely and 10 = Highly likely The people that selec


Text Analytics 101

Posted On May 30, 2014 By Sue Cash

The explosion of customer feedback from social media, text boxes in surveys and the data from call centre voice recognition software have driven innovation in the field of text analytics. Text analytics is essentially a way to automate the process of reading the comments and coding them with the underlying message – both the subject and the sentiment. It uses language algorithms that are surprisingly accurate to understand what a customer is talking about and tag their comment with its mean


NPS survey design – by co-creation with customers

Posted On May 2, 2014 By Sue Cash

  Net Promoter Score℠ based programs are well established in many organisations and most are using the standardised question “How likely are you to recommend {insert brand}?” with a 0-10 scale.  This question allocates respondents into the NPS segments: Promoter, Neutral or Detractor.  That question is simple to include in the survey, but we mustn’t forget the end game. Ultimately, we want to get insights about what experiences create Promoters and conversely what experience


Looking for the best place to work?

Posted On May 2, 2014 By Amanda Rasch

Ever ask friends or colleagues if Company ABC is a great place to work? What’s the culture like? Do they pay well? Or better yet; attending a rooftop BBQ and your friend asks “How’s work?” What is your response? Do you go on and on about the processes not working, the promotion you haven’t received or the boss you dislike? Or… do you rave about the opportunities you get, the presentation you nailed, how you were able to save your client money or the great praise your bos


White Paper: Integrating NPS with Data Strategy

Posted On December 12, 2013 By Sue Cash

  Data-driven marketing Data-driven marketing has been an important element of marketing strategy for many years. More recently, the exponential growth of loyalty programs and ecommerce channels has given marketing managers the opportunity to track increasing numbers of transactions (identified to a customer) and start gathering an enormous array of customer data. This data can help companies make evidence- based marketing decisions that deliver increased profits. The most advanced app


Using Root Cause Analysis for effective VoC programs

Posted On November 27, 2013 By Sue Cash

The purpose of VoC programs is to provide a process for systematically listening to customer feedback in order to understand what is being done well, and not so well. But it is critical that companies use this intelligence to identify less than ideal customer experiences and actively resolve those issues.The Six Sigma approach DMAIC “Define, Measure, Analyse, Improve and Control” is a perfect fit for ensuring that VoC programs fulfil their potential. Define – we define what good


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