NPS – Victory is at 4/1

When France scores 2 goals and Germany only one, it’s clear that it’s a French victory. In terms of satisfaction, France would have had to score 4 goals. The method of « Net Promoter Score », increasingly used by customer satisfaction analysts,  should logically lead us to this rule of 4-1. But interpretations of the NPS are very diversified. The NPS is linked to the question « Would … Continuer de lire NPS – Victory is at 4/1

The Magic Circle of Customer Experience

Do you remember your last phone call to your favorite telephone operator, for a problem with your beloved communication “box”: every minute you wait is charged, 20 long minutes, during which you hear twenty times « your waiting time will not exceed 2 minutes ». As requested by the recorded message, you enter your phone number on the keyboard to be recognized more easily. And suddenly, you’re … Continuer de lire The Magic Circle of Customer Experience