The Customer Confidential Podcast
Maurice FitzGerald, retired vice president of customer experience at HP Software, joins Rob Markey to discuss a struggle that most Net Promoter® practitioners face.
The statistical validity of the Net Promoter Score® depends on response rates; the higher the rate, the greater the accuracy. Low response rates can easily undermine a company’s Net Promoter System®, causing leaders to overlook burgeoning problems or wrongly assume that customers are happy.
Leading Net Promoter companies aim for response rates of 40%-60%. What counts most, of course, is high response rates from core or target customers—those who are most profitable and whom you would most like to become promoters.
Response rates are a vexing issue for just about every Net Promoter practitioner. 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 tackle practitioners’ common questions about response rates.
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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