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NPS Customer Insights

Picture this: you go to the doctor every year, and every single year the doctor tells you that there’s something wrong. Your blood pressure is too

Analyst Insights NPS

Assigning a dollar value to your NPS results

By itself, your Net Promoter Score doesn’t mean a lot. A score between -100 and +100 can’t tell you what to do next. It can’t tell you how to improve
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May 04, 2020

NPS Customer Experience

Building a business case for CX in your organization

It is intuitive that improving customer experience is good for your business. You only need look at your own purchasing habits for evidence. Why do
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July 03, 2018

NPS Customer Experience

Common NPS mistakes and how to avoid them

NPS surveys appear to be such a simple thing at a quick glance. Send them out, receive a proportion back, then calculate your score. Maybe you've
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June 13, 2018

Analyst Insights NPS

NPS Approaches: Operational vs Strategic

A strong focus on customer experience is crucial for any business looking to grow in today's marketplace. So why is it that businesses leave this
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June 06, 2018

Voice of Customer NPS

4 ways to improve your Net Promoter Score (NPS)

When you first benchmark your business against industry standards, the results can sometimes be disheartening. If your NPS is lower than expected, it
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May 24, 2018

Customer Feedback NPS

How to use your NPS results effectively

According to a Walker report, by the year 2020 customer experience will overtake price and product as the key brand differentiator. We only need to
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May 10, 2018

Voice of Customer NPS Customer Experience

NPS Surveys: Stop asking “What” and start asking “Why”

Ever since Frederick F. Reichheld (the creator of NPS) published his article on NPS in “The One Number You Need to Grow” in the Harvard Business
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March 27, 2018