Comments on: Measuring Customer Satisfaction Using Net Promoter Score http://www.rentokil.com/blog/measuring-customer-satisfaction-using-net-promoter-score/ The Rentokil Blog Fri, 10 Feb 2012 11:07:47 +0000 hourly 1 By: Randolph http://www.rentokil.com/blog/measuring-customer-satisfaction-using-net-promoter-score/#comment-3057 Randolph Fri, 20 Feb 2009 11:42:43 +0000 http://www.rentokil.co.uk/blog/?p=59#comment-3057 The NPS score does not take refusals to answer into account per se - althought there is plenty of debate on NPS mesasge boards about this (try this as an example: http://www.linkedin.com/answers/product-management/market-research-definition/PRM_MRS/281424-4030502?browseCategory= We record refusals to answer and measure them as a percentage of all calls made - currently it is pretty low at about 4%. At this point in time we have no intention of including this result as a Detractor. The NPS score does not take refusals to answer into account per se – althought there is plenty of debate on NPS mesasge boards about this (try this as an example: http://www.linkedin.com/answers/product-management/market-research-definition/PRM_MRS/281424-4030502?browseCategory=

We record refusals to answer and measure them as a percentage of all calls made – currently it is pretty low at about 4%. At this point in time we have no intention of including this result as a Detractor.

]]> By: Socrates http://www.rentokil.com/blog/measuring-customer-satisfaction-using-net-promoter-score/#comment-3056 Socrates Thu, 19 Feb 2009 21:17:40 +0000 http://www.rentokil.co.uk/blog/?p=59#comment-3056 Deciding how to measure success is always hard. Sometimes you only ever hear about your mistakes, I know that one council in the north of England calculate their success based solely on the number of complaints they receive or not. But I suppose no-one ever rings their local council to congratulate them; only to complain. Does the Net Promoter Score take into account the number of people who didn't reply to the survey? They could've been too mad at you to want to reply. Deciding how to measure success is always hard.

Sometimes you only ever hear about your mistakes, I know that one council in the north of England calculate their success based solely on the number of complaints they receive or not.

But I suppose no-one ever rings their local council to congratulate them; only to complain.

Does the Net Promoter Score take into account the number of people who didn’t reply to the survey? They could’ve been too mad at you to want to reply.

]]> By: Leyton http://www.rentokil.com/blog/measuring-customer-satisfaction-using-net-promoter-score/#comment-3055 Leyton Fri, 30 Jan 2009 13:51:37 +0000 http://www.rentokil.co.uk/blog/?p=59#comment-3055 interesting! interesting!

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