Hier im Thread wurde, wie ihr ja alle wisst, viel über Sinn und Unsinn des NPS diskutiert.
Interessant, was ich heute zu Kundenbefragungen von einem Experten las:
"Capture customer feedback in the places you are not asking for it. Twitter, Reddit, forums. In product feedback mechanisms are also good, but avoid capturing where a customer is in an “evaluating state”, such as a survey after a purchase or a Customer Service contact."
So spricht Thomas Reby, Head of Hardware, Google Store and Google One, verantwortlich für den Bereich CX u.a.
NPS ist halt ein 20 Jahre altes Konzept und wir wissen um die Verzerrtheit von NPS-Umfragen.
Dear Mr. Walsh,
today, I like to write you a letter complaning about the usage of NPS as a component for the rumunerationen of the IAG board, which I do not like at all.
My name is Welty, but my friends call me Compy. My best friend is juliuscaesar, but I call him JC (which is so funny…, because he always books Y)
First of all, I like to thank you for comping my Wizzair Bizz Blue status to Executive Club Stone / One World Coal status.
But let‘s get back to the NPS. This Google guy shares my opinion that the NPS is BAd. And what about eNPS & extreme detractors? So BAd.
And when my Professor asked me about an index, I raised my hand and explained that an index is a holding with companies like Zara and Dutti. That was also BAd
So could you please change that? Only isolated, single opinions from us, the experts at the fence shall count. We know stuff like M&A! I like the yellow ones with peanuts best!
And you know, I will always vote BA as long as you offer unlimited Black Pudding and Kidney in First. That is so sustainable, using all parts and fluids of an animal!! Pulled Salmon is something for LH lovers! No more Blumenthal for me!
Yours,
Welty
P.S.
Vueling rocks!
PPs.
Air Europa rocks hard! Like a kidney stone!!