Category Archives: Net Promoter Score

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What? Zero is a good Net Promoter Score?

On November 3, 2016, Posted by , In Customer Assessments,Net Promoter Score

Deep-Insight works with clients spanning all industries – and our results show that it can be tougher to deliver services consistently well (and build strong relationships) in some industries than it is in others. One particularly tough industry is the provision of Outsourcing services. These services include IT, payroll, finance, manufacturing,…

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…

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…

Susan and Bill have Relationship Problems! (Part III)

On September 22, 2014, Posted by , In B2B Relationships,Net Promoter Score

The last time we met Susan and Bill, they were discussing survival tactics. Thankfully, they have managed to get the company back on an even keel – excuse the boating pun – over the past few months and now have a new challenge to face. At the last board meeting,…

Susan and Bill have Relationship Problems! (Part II)

On September 12, 2014, Posted by , In B2B Relationships,Net Promoter Score

Following on from last week’s post on Bill and Susan, we explore what happens next in their story. EPISODE 2: “Performing Zone” versus “Danger Zone” Susan, Sales Director: “Those Deep-Relationship-NPS results were incredibly revealing and more than a little scary. Very few of our large accounts are Ambassadors and our…

Susan and Bill have Relationship Problems!

On September 4, 2014, Posted by , In B2B Relationships,Net Promoter Score

The Susan & Bill Trilogy When we launched Deep-Relationship-NPS in early-2014, we created a storyline around two fictitious characters called Bill (a thoughtful but somewhat introverted Marketing Director) and Susan (a more aggressive low-attention-span Sales Director). They may be fictitious but they bear more than a passing resemblance to some…