The Customer Confidential Podcast
Maurice FitzGerald, retired vice president of customer experience at HP Software, joins Rob Markey to discuss how companies can discourage employees from sabotaging their feedback efforts.
Begging customers for strong scores. Only seeking feedback from customers who had positive outcomes. Altering contact information to make dissatisfied customers hard to reach.
When it comes to gaming the Net Promoter System®, we’ve seen it all and one thing is always clear: When employees intentionally undermine a company’s efforts to understand customers and improve service, everyone loses.
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 discuss ways that companies can discourage employees from sabotaging their feedback efforts.
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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