NPS isn’t right for renewals, but feedback is
Here’s the difference For many different reasons, one thing I can conclude about working in customer experience measurement: Net Promoter […]
Customer Satisfaction
Why the mobile world needs competition
To say the mobile world is large is an understatement. Available devices are in the thousands, and users in the […]
4 scales every researcher should remember, always
One of our most-viewed articles is an article about four scales every researcher should remember. Since that post was written, […]
Research and the reputation: A tale of helping
Reputation can get destroyed in the blink of an eye Once upon a time, there was a company that thought […]
Where Should I Put that “Overall” question? — Question order bias
Seriously, where? We’ve talked in the past about what questions you might want to consider including in your surveys. We’ve […]
