Monthly Archives: August 2014

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Do Americans REALLY score more positively than Europeans?

On August 26, 2014, Posted by , In Benchmarking,Net Promoter Score

In a previous blog, I wrote that Europeans were more stingy than Americans when it came to customer feedback. Or words to that effect. Since then, people have been asking if this is REALLY true, and where is the evidence for this claim. Well, yes it IS true and while…

Satisfaction or ‘Statisfaction’?

One of my esteemed colleagues recently sent a draft document to me that had a typo – satisfaction had been spelt with an extra ‘t’, making up a new word ‘statisfaction’. That got me thinking! I have been involved in numerous movements and initiatives to drive customer-focused business improvement for…