Tag: Net Promoter Score

The flaw with Net Promoter Score

Everyone is entitled to my opinion.

I’ve long been a doubter over Net Promoter Score (NPS); it has always seemed a bit blunt and fails to pick out the issues for me. Confirmation bias is a thing I am wary of, but this article sets out

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It’s the contrasts I find interesting: ASDA and McDonald’s

It’s the contrasts I find interesting. In a couple of hours opinions of a business and it’s brand image can change so quickly. For the worse: a McDonald’s cashier swearing in front of my children. Unacceptable and I paid for

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Great service and net promoter score

Good service leaves a positive and lasting impression. Unfortunately we all too often end up telling friends and colleagues of the poor service we have received. My shopping experiences this Christmas have been really quite good: service levels have been

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