What’s the point of doing a customer satisfaction survey? Well, rather obviously, to gauge how customers perceive you, and where their expectations are being—and not being—met. This requires walking in the customer’s shoes and designing your survey from the customer’s perspective. Sound simple? It is…sort of. Unfortunately, organizations run a high risk of tunnel vision, [...]
More and more organisations are starting to consider how best to measure VOE - Voice of the Employee. Capturing 'employee perception' and aligning it to 'customer perception' is critical in building a robust customer centric measurement system. Increasingly, businesses are looking to deploy eNPS - the Employee Net Promoter Score - but is it the best [...]
Net Promoter Score (or NPS as it is also known) has been written and spoken about thousands of times over the last few years. Whilst some see it as the simplest (and cheapest) way to capture customer feedback, others dismiss it as far too simplistic with an inability to allow the organisation using it to understand what issues [...]
