Net Promoters Metric–NPM

The Net Promoters Metric (NPM) metric is based on the Net Promoter Score (NPS) described by Fred Reichheld in his 2003 Harvard Business Review article “One Number You Need to Grow”.

NEP is a powerful metrics of customer engagement and loyalty and one VoC delivers with strong analytic support and insight. Read More

What’s wrong with your customer research?

“For a successful technology, reality must take precedence over public relations,”  Richard Feynman, Nobel Laureate, Physics

Customer surveys, including engagement surveys, are economisting exercises in public relations, often spinning customer feedback and corrupting the evidence used in making product and service decisions. Read More

VoCAl: Supporting the Customer Driven Organization

Interested in customer research that actually makes a difference? Voice of the Customer (VoC)  is a research methodology designed to support customer driven change — where hard evidence is used to drive improvement.  Read More