The Customer Confidential Podcast
Maurice FitzGerald, retired vice president of customer experience at HP Software, joins Rob Markey to discuss questions about cultural differences that Net Promoter System® practitioners often encounter.
How does a customer’s country of origin affect the feedback they provide about service experiences? Are certain countries home to naturally tough critics? Do people in some countries view rating scales differently?
Cultural differences play a role in Net Promoter® feedback, but to a far lesser degree than many practitioners assume. The challenge is to separate cultural issues from real service problems.
In this episode, I welcome back Maurice FitzGerald, retired vice president of customer experience at HP Software and author of Net Promoter—Implement the System. Together, we will take on questions about cultural differences that Net Promoter System® practitioners often encounter.
You can listen to our conversation in iTunes, Stitcher or through the player above.
Net Promoter®, Net Promoter System®, Net Promoter Score® and NPS® are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.
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