Deep-Insight Blog

Why Sample Sizes are Nonsense (in the B2B World)

Most of Deep-Insight’s work is based on helping large international B2B organisations run effective Customer Experience (CX) programmes. The key to running a good CX programme is understanding how to change the culture of an organisation to make it truly customer-centric, and that has to be based on regular high-quality conversations…

A Christmas Message to Our Customers

We’re coming to the end of another year and all in all, it’s been a good one for us here at Deep-Insight. We are an Irish company – and proud of it – but our client base is international. Over the past 12 months, we have carried out customer and…

What is a ‘Good’ Employee Net Promoter Score?

Last year, I wrote a blog post entitled What is a ‘Good’ B2B Net Promoter Score? which turned out to be surprisingly popular. I’m guessing that was because there’s a lot of nonsense posted on the Internet about companies achieving a NPS (net promoter score) of +62% or even +78%,…

5 Generic Actions to Drive up your Relationship NPS Scores

On April 16, 2015, Posted by , In Net Promoter Score,Relationship Management

We run B2B customer assessments for large corporate clients in the Netherlands and elsewhere. Very often I get asked questions like this after we deliver the customer feedback to senior management:   “OK, you’ve told us what our customers think of us, but what do we do about it now?”…

Are you going to NPS me? Yes, I am!

This is the topic of a talk I’m giving this week at a conference in Melbourne. It is in response to another talk entitled “Are you going to NPS me? No I’m not” in which Dr Dave Stewart of Marketing Decision Analysis will be presenting the case that Net Promoter is a deeply…

Help! What Do I do with my Stalkers and Opponents?

On February 16, 2015, Posted by , In B2B Relationships

If you’re a typical B2B company, the chances are that you have good or excellent relationships with the majority of your clients. But there may be some clients where your relationship is not as strong. One of the things we do at Deep-Insight is to categorise your key accounts, based…

5 Things To Remember To Get Your Completion Rates Up

On November 14, 2014, Posted by , In B2B Relationships

An interview with Grainne Carmody Operations Manager, Deep-Insight     One of the questions we get asked a lot is: “What sort of completion rates do you guys normally get on an assessment?” Well, the answer is that it depends on what sort of assessment you’re talking about – we…

What is a ‘Good’ B2B Net Promoter Score?

On October 9, 2014, Posted by , In B2B Relationships,Net Promoter Score

So what’s a good Net Promoter Score* for a B2B company? It’s a question we get asked a lot. Sometimes the question comes in a slightly different form: “What NPS target should we set for the company? 25% seems low, so maybe 50%? Or should we push the boat out…