Recent Articles

Last modified: September 23, 2024

What is NPS and How to Turn NPS Passives Into Promoters

Did you know that your NPS passives are like untapped gold mines? Yeah, they’re right there, but you need the right tools and strategy to turn them into loyal promoters. Over the years, I’ve worked with countless businesses struggling to convert these lukewarm customers in NPS surveys into passionate advocates. It can be a challenge,...
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Last modified: September 20, 2024

Transactional NPS vs Relationship NPS: Which is the Right One for You?

Ever wish you could read your customers’ minds right after they interact with your business? Transactional NPS (tNPS) comes close, capturing real-time feedback after key moments—whether it’s a purchase, support call, or any critical touchpoint.  It’s like catching your customers’ thoughts while they’re fresh so you can make quick improvements that really matter. Net Promoter...
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Last modified: August 30, 2024

What Are the Best NPS Alternatives to Track Customer Experience (2024)?

Let’s be honest: NPS has been the go-to metric for customer experience for years. But as a customer experience pro who’s navigated the trenches of surveys and feedback for over a decade, I’ve realized it’s not a one-size-fits-all solution. NPS is great for a quick pulse check, but it often lacks depth. So, here is...
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Last modified: June 28, 2024

NPS Demystified: Identifying Promoters, Passives, & Detractors

So you just ran an NPS survey, and the results are in. There is much data to go through, and you’re wondering where to start. Here’s step one – divide the respondents into NPS Promoters, Passives, and Detractors. The most significant aspect of NPS surveys is they let you segregate the respondents into groups of...
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