La Quinta “Gaming” Highlights Flaws in NPS

I’m in Las Vegas to watch some NBA Summer League games (Go Celtics!), and am staying overnight at a La Quinta near the airport. I found this note on the table next to the bed. While there’s no problem with a nice thank you note, one section caught my eye… ********* You may be receiving a guest satisfaction survey from La Quinta in the near future and we hope you feel confident that you may answer the question “Would you recommend us to your family and friends” with a 10. If you should be surveyed, La Quinta uses a 1-10 Read More …

Report: Tech Vendor NPS Benchmark, 2016 (B2B)

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2016, The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous four years. Here’s the executive summary: For the fifth year in a row, we examined the link between Net Promoter Scores® (NPS®) and loyalty for technology vendors. We surveyed 800 IT decision-makers from large North American firms to learn about their relationships with their technology providers. Of the 62 tech vendors we evaluated, Read More …

My Latest 9 Recommendations For NPS

We study 100’s of companies that use Net Promoter® Score (NPS®) and work with dozens of others that are in different stages of NPS deployment. We also publish one of the most comprehensive annual NPS benchmark studies. This gives us a unique view on how organizations use this popular customer experience metric. Every year or so, after being asked a series of similar questions about NPS, I write a blog post with a collection of my thoughts. Before I get to my current thinking (which has remained relatively consistent over the years), here are some previous posts you might be interested in reading: Read More …

Report: Tech Vendor NPS Benchmark, 2015 (B2B)

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2015, The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous three years. Here’s the executive summary: To examine the link between Net Promoter Scores® (NPS®) and loyalty, we surveyed 800 IT decision-makers from large North American firms to learn about their relationships with their technology providers. Of the 62 tech vendors we evaluated, SAS Institute, HP outsourcing, and Intel earned the highest NPS, Read More …

Report: Tech Vendor NPS Benchmark, 2014

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2014, The research examines Net Promoter Scores and the link to loyalty for 63 tech vendors based on feedback from IT decision makers. We also compared overall results to our 2013 NPS benchmark and our 2012 NPS benchmark. Here’s the executive summary: We surveyed IT decision-makers from more than 800 large North American firms to learn about their relationships with their tech vendors. We asked them a series of questions regarding their experiences as the clients of different tech vendors, and one of the questions we posed generated Net Promoter Scores® (NPS®) for Read More …

Voice of Customer (and NPS) Program Resources

Temkin Group has researched VoC programs within hundreds of companies and helps many large organizations apply leading-edge practices and get the most out of their customer insight efforts. Our focus includes many varieties of VoC efforts, including those that use Net Promoter® Score (NPS®) as a key metric. Here’s a video on building a strong VoC program: Here’s an infographic with great data on VoC programs: Net Promoter Score (NPS) Benchmark Data: Economics of Net Promoter, 2016 Net Promoter Score Benchmark Study, 2016 Tech Vendor NPS Benchmark, 2016 (B2B) NPS Blog Posts: View all of our NPS content VoC Program Assessment: Download our free VoC program assessment tool and Read More …

Report: Tech Vendor NPS Benchmark, 2013

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2013, The research examines Net Promoter Scores and the link to loyalty for 54 tech vendors based on feedback from IT decision makers. We also compared results to the NPS data we published last year. Here’s the executive summary: We surveyed IT decision makers from more than 800 large North American firms to understand how they view their tech vendors. One of the questions we asked provides Net Promoter Scores® (NPS®) for 54 of those companies. VMWare and SAP analytics earned the highest NPS while CSC IT services and Infosys IT services earned the Read More …

What Drives Net Promoter Scores (NPS) in IT?

A previous post examined Net Promoter Scores (NPS) for tech vendors and the relationship between NPS and market share based on feedback from IT decision makers within large firms. Since I’ve had questions about that post, I decided to examine a common question: What’s driving those NPS scores? It turns out that the answer (no surprise) is customer experience. We examined a number of metrics and their relationship with NPS in two areas: Correlation (R). This looks at how connected one metric is to another, ranging from -1.0 to 1.0. A correlation above 0.5 is strongly positive and above 0.7 is Read More …

9 Recommendations For Net Promoter Score (NPS)

This week is the Net Promoter Conference in London. Since these events often spur a ton of questions about Net Promoter Score (NPS), I put together one of my periodic posts about NPS. If you’re not familiar with NPS, it’s based on asking customers a question like this: How likely are you to recommend <COMPANY> to a friend or colleague? Respondents are categorized as “Promoters,” “Detractors,” or “Passives” based on their answers. The Net Promoter Score (NPS) is calculated by subtracting the percentage of Detractors from the percentage of Promoters (Passives are ignored). My take: Let me start looking at NPS with some Read More …

Report: Economics of Net Promoter Score, 2017

We just published a Temkin Group report, Economics of Net Promoter Score, 2017. Here’s the executive summary: Net Promoter® Score (NPS®) is a popular metric that companies use to analyze their customer experience efforts. But how does this metric actually relate to loyalty? To uncover the relationship between NPS and loyalty, we asked 10,000 U.S. consumers to give an NPS to 331 companies across 20 industries, and we then looked at how this score correlated with four key loyalty behaviors. Here are some highlights from this research: Compared to detractors, promoters are over four times more likely to repurchase from a Read More …

Free Customer Experience Training For Non-Profit Organizations

I’m really excited to announce that Temkin Group has launched its Non Profit Scholarship Program (NPSP). During 2017, the company will provide free enrollment to its U.S. workshops for up to 20 employees of non-profit institutions. The NPSP will enable these employees to gain access to customer experience training that their organizations may not have been able to afford. Temkin Group recently labeled 2017, “The Year of Purpose.” As part of the company’s commitment to elevating purpose, it launched the NPSP to help non-profit institutions better deliver on their missions. By providing access to its world-class customer experience workshops, Temkin Group hopes Read More …

Top 25 Customer Experience Matters Posts in 2016

It’s always interesting to see what people are reading, so I periodically share a list of our most popular posts. Below is a word cloud made from the titles of the 25 most-read posts from Customer Experience Matters in 2016. As you can see, there was a lot of interest in Net Promoter Score, infographics, and emotion. Here are the 25 most-read posts: 1 Report: Net Promoter Score Benchmark Study, 2015 (note: there is an updated version) 2 ROI of Customer Experience (Infographic) 3 11 Customer Experience Trends for 2016 (The Year of Emotion) 4 Report: 2016 Temkin Experience Ratings 5 Seven Steps for Developing Read More …

Report: Lessons in CX Excellence, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms. This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we named five organizations the winners of Temkin Group’s 2016 Customer Experience Excellence Award – Business Development Bank of Canada (BDC), Century Support Services, Crowe Horwath, Oxford Properties, and VCA. This report highlights specific examples of how these companies’ customer experience Read More …

Temkin Group Free Resources

We hope that you find the Customer Experience Matters blog a very valuable resource for your CX efforts. And while we do periodically showcase Temkin Group research reports that are for sale, a very large portion of our content is actually available for free! If you like the blog’s content, then I highly recommend that you subscribe to our CX Matters Monthly Journal so you can keep up-to-date on all our content. In any case, we hope that you enjoy some of these free resources. Resource Pages We’ve created collections of content that are connected to a specific topic or application: Read More …

5 Market Research Lessons From Election Polling Miscues

In the NY Times article Pollsters Face Hurdles in Changing Landscape, Ryan Knutson and Aaron Zitner discuss a number of reasons for recent high-profile polling failures, the Brexit vote and the U.S. presidential election. Why should customer experience (CX) professionals care? Here’s what they say in the article: The outcome also raises questions about the research businesses rely on to test new products and measure customer behaviors, since many of the same survey methods are used for market research. The article brings up some good reasons for the poor predictions: People are less likely to answer surveys, so it’s harder to get representative samples. It’s more difficult and expensive Read More …