Measurement Archives

CX Framework series #4: Metrics, Measurement & ROI

by Rosaria Cirillo | Nov 20, 2017 | CX MC Series | 2 comments

Measurement is a mean to an end, not a goal itself Have you ever heard the following while being asked to fill out a survey: “Please give us a 9 or 10 rating to let us know you are satisfied with us”? Or have you ever heard: “When we formulate the question...

NPS Methodology Series: When to use NPS and with who

by Rosaria Cirillo | Jul 14, 2017 | NPS, NPS Series | 0 comments

About this series: I summarise answers to the most frequent and important questions that I saw coming up when it comes to the WHY, WHAT, WHEN, WHO, HOW and BUT of NPS (as Net Promoter System & Spirit, not just Net Promoter Score) so that you can create the program...

NPS as Measurement Series: What and Which Survey

by Rosaria Cirillo | Jun 16, 2017 | NPS, NPS Series | 2 comments

About this series: While advising international clients on how to deploy and drive their NPS program across multiple divisions, countries, business units and touchpoints, a number of questions kept coming up from management and all levels within the organization. In...

3 things to know to word the NPS question effectively

by Rosaria Cirillo | Nov 7, 2014 | NPS | 2 comments

In my previous post “10 basics things to know about what is NPS”, #2 was about “How is NPS calculated.” NPS is calculated asking the customer the “ultimate question”: “Based on your experience with X, how likely are you to recommend Y to Z?” What I didn’t elaborate...

10 key things to know about NPS (Net Promoter Score)

by Rosaria Cirillo | Oct 18, 2014 | NPS | 0 comments

More and more companies are adopting the Net Promoter Score as the corporate metric. Here are ten key things to know about what is NPS (Net Promoter Score or Net Promoter System) What NPS stands for. NPS usually stands for Net Promoter Score, but it can also relate to...