most popular articles


Transactional vs Relationship NPS: What’s the Difference?

One of the biggest advantages of Net Promoter System is its versatility. From the end of every quarter to just after a major transaction, NPS gives your business the ability to get real feedback from customers at any moment in the customer life cycle.

This creates an interesting question: Is it better to survey customers on a regular basis, such as at the end of every quarter, or to survey customers after an important event or transaction?

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Does Net Promoter Score Work for B2B Companies?

NPS for B2B companies

Some people argue that Net Promoter Score® surveys don’t work effectively for B2B (business to business) companies. We argue the opposite — that Net Promoter Score is just as valuable for a B2B company as it is for a business to consumer brand.

One reason for this common misconception is that almost all of the content available both online and offline about NPS® is aimed at a B2C audience:

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Is Your Net Promoter Score Biased?

NPS bias

Is your Net Promoter Score a reliable metric for judging what customers think of your business, or is it biased? This is a common question that can be particularly worrying for small businesses that maintain a close relationship with their customers and clients.

For example, can you trust Net Promoter Score data if the customer that left it happens to be a personal friend or acquaintance? Can you trust your Net Promoter Score as a whole if you keep in close contact with a large number of your customers and clients?

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How Amazon maintains an impressive NPS

Amazon NPS

From its humble beginnings as an online bookseller, Amazon has grown to become one of the world’s largest eCommerce businesses. But unlike many massive multi-national organizations, Amazon remains incredibly popular with its customers.

So popular in fact that Amazon accounts for 5% of total US retail turnover (nearly $68 billion in 2013). In terms of NPS, Amazon’s score is 50% higher than main street stalwart Macy’s.

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Rackspace’s Key Strategies for Achieving the Highest Customer Satisfaction in the Hosting Industry

Rackspace customer satisfaction, Fanatical Support

Rackspace is a respected managed hosting company that strongly focuses on the commitment to their customer experience strategy, also called Fanatical Support®. This reputation helped them grow into one of the largest infrastructure providers with a revenue run rate of more than $1 billion and an incredible Net Promoter Score® of 58.

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