When employees conducting your Net Promoter Score survey are evaluated based on survey results, they may explain the survey instrument too thoroughly to customers: "If you don't rate me a nine or 10 on this scale, I'll fail and I could lose my job."
Faced with a statement like the foregoing, no customer can be expected to provide a truthful answer.
To avoid lifting the curtain when conducting a Net Promoter Score survey, ensure employees collecting data are not also being evaluated according to the results produced. This may mean hiring someone to survey recent customers.
How can one oversimplify a survey that only has one question? (more…)
