/f/131443/3073x2041/99a1f24631/5-ways-to-use-your-customer-survey-results-to-improve-the-customer-experience-feature.png)
/f/131443/1617x1027/a52d255102/tsm-benchmarking-reports-feature.png)
/f/131443/640x422/c90e3b081d/research-to-inform-strategy.jpg)
/f/131443/1962x1135/e8f74f1bf6/customer-research-review.png)
/f/131443/1117x744/7a0b0ec0d3/nps-best-practice-webinar.jpg)
NPS Best Practice
If you’re using Net Promoter Score (NPS) as your headline measure, this webinar is a must. NPS should be the starting point for customer insight, not the ultimate goal.
We’ll be discussing a range of best practice and latest thinking around the metric, from how to ensure a robust measure and common mistakes, to gaining in-depth insight and practical hints and tips to help drive change.
Find out more about customer research headline metrics here, or the pros and cons of using NPS on our What is NPS? page.
You can watch this webinar on demand. Fill in the short form and you'll get access to the recording straight away.
/f/131443/1280x720/0b26b7a91b/stephen.png)
Webinar host:
Stephen Hampshire
Client Manager @ TLF Research
After 23 years in customer insight, Stephen's view is different to most. He believes that creating great customer experiences is simple (though rarely easy). Insight comes from asking customers the right questions, and listening to what they say. Building a customer-focused culture is more important than improving your processes. Proving the ROI of customer experience is easier than you've been told.
Stephen stays abreast of the latest thinking in customer insight and analysis so that you don't have to. He combines straightforward reviews of cutting-edge techniques with real life stories to engage with his audience, leaving them inspired to make change.
Outside of work he’s also a keen photographer, craft beer buff, and probably owns too many stringed instruments.
You may also be interested in
Webinar
/f/131443/500x500/a8a1c32b1d/the-flaws-of-nps-how-to-get-the-most-webinar-thumbnail.jpg)
The Flaws of NPS and How to Get the Most Out of it
The Net Promoter Score approach to customer research has strengths, but it also has many weaknesses. Some experts argue that NPS is useless because of these, but it's as big a mistake to dismiss NPS altogether as it is to embrace it unthinkingly. In this webinar we'll look at th...
Podcast
/f/131443/1060x1060/e6272e1324/tlf-podcast-thumbnail-9.png)
Mitie’s NPS Success Story
Based on the Spring 2021 Customer Insight Magazine feature article, Greg and Stephen talk about the lessons we can all draw from Mitie’s story, and mostly avoid getting drawn into a discussion about the questionable benefits of tender.
News & Opinion
/f/131443/900x900/daf5d3c9bf/nps_scoring500x500.png)
Do customers know too much about NPS?
Our panel research shows that 10% of customers change the score they give because they know how NPS works.
Webinar
/f/131443/500x500/578a9d9b27/csat-nps-or-customer-effort-webinar-thumbnail.jpg)
CSAT, NPS or Customer Effort: Choosing Your Key Metric
Is your key metric the right one for your business? This webinar walks through the pros and cons of CSat, NPS and Customer Effort with some practical tips to minimising the disadvantages. Chris will provide examples of when each metric and a basket of metrics have worked well.