30 Must Read Resources to Improve your NPS

30 Must Read Resources to Improve your NPS
If you’re looking for inspiration with your customer experience
programs, you’ve come to the right place.

Essential Guide to Improve NPS &
Introductions
1. What is NPS? An Introduction to Net Promoter
Score – John Mayfield
Today, customers have more power than ever to voice
their opinion. John Mayfield explains the NPS in great
detail and why it’s so critical to listen and adjust to
customers reviews.

Introductions
2. How effective is Net Promoter Score (NPS)? – Shep
Hyken
Identifies how to take advantage of the NPS system to
maximize profits. While still keeping it quick and easy for
customers.

Introductions
3. My latest 9 recommendations for NPS – Bruce
Temkin
Bruce Temkin is a customer experience transformist and
his honesty, when discussing the NPS, is rather
admirable. His nine recommendations explain how you
can use the NPS to suit your company and drive
improvements.

Introductions
4. The Number One You Need to Know – HBR
The original! These Harvard Business Review articles
highlight just how important customer loyalty is for
company growth.

Introductions
5. NPS for Newbies: The One Number you need to
grow. – Zapier
A great page for understanding everything there is to
know about the NPS. Zapier also underlines a key flaw of
the survey: Customers can end up getting treated as just
a number!

Introductions
6. Net Promoter Score. What it is and why you should
measure it – GetFeedback
Why is it so important to measure customer loyalty and
why does this number matter?

Introductions
7. The Net Promoter Journey. NPS as a score,
process, and system – iScoop
iScoop describes the process of NPS as a closed loop
system, instead of a one-way information path of
customers giving you input that you can compile
internally.

Introductions
8. Why improving and managing customer
satisfaction will boost your NPS Score – Genesys
Genesys suggests three great strategies how to improve
NPS score by making the customer experience better.

Introductions
9. Journey to Greatness – Net Promoter System
A short video by 5 CEOs including the creator of the Net
Promoter Score, Fred Reichheld, who describes how the
scale started and the many different uses and values of
the NPS system.

Introductions
10. Net promoter score can improve customer
experience – Review Trackers
How to turn your customers into ‘brand advocates’ and
‘referral machines’?

Introductions
11. Introducing the Net Promoter System – Bain
An in-depth Net Promoter system that takes the Net
Promoter scale to a more advanced level to ensure
customer and staff loyalty in a company.

Introductions
12. The Customer Experience Impact – Software Mag
Has the power of technology influenced the importance
of customer opinion and a need for systems such as the
NPS?

Introductions
13. A Practitioner’s Guide to Net Promoter Score –
Sachin Rekhi
A classic article by Sachin Rekhi, Product guy at LinkedIn,
on how they use the NPS to make decisions. He goes
through the survey methods, analysis and actions they
take, so you get a full picture of their program.

Tutorials & How-to
14. The power of measuring customers’ experience –
LiveWork Studio
Explains how to use the NPS alongside other qualitative
and quantitative measurements.

Tutorials & How-to
15. 10 actionable tips to improve your Net Promoter
Score (NPS) – InsightSquared
It’s not just about tracking the score, but also about how
you can continuously improve NPS.

Tutorials & How-to
16. How to fully automate customer feedback –
Baremetrics
Gives some great advice on how to process customer
feedback on a large scale – while saving time without
compromising the personal touch!

Tutorials & How-to
17. How to use Net Promoter to transform the
customer journey and drive growth – SatMetrix
“Life’s a journey, not the destination.” – A great quote
from Emerson that we use to reflect businesses and how
they should focus on the customer’s journey and the
experience they have.

Tutorials & How-to
18. How to Build an NPS program that gets Results –
Nicereply
Yes, we’ve put ourselves on the list. But this article is
worth it: we walk you through building a complete NPS
program from start to finish focusing on closing the four
loops of feedback.

NPS Best Practices
19. Mention NPS Process: Reduce Churn, and
increase customer Happiness – Mention
Explains how their NPS system maximises upgrades.
This excellent example shows the benefits of NPS and
how they use an automated process to reduce the
‘churn’ and increase incentive requested by customers.

NPS Best Practices
20. Report, Net Promoter Score Benchmark Study,
2016. – Temkin Group
If facts and statistics are what you need, then this
Temkin Group business report, Net Promoter Score
Benchmark Study for 2016, is perfect for you.

NPS Best Practices
21. What’s the easiest way to get customer feedback?
– Drift
E-mails are a great way to get feedback, but companies
like Airbnb have used an ‘in-app’ survey to get more
people to write reviews about their experience.

NPS Best Practices
22. Zappo’s CEO at SatMetrix’ conference – Tony
Hsieh
The CEO of Zeppo talks about how successful a business
centred on customer experience is. The power of
communicating directly with clients is what Tony Hsieh
says is more important than marketing.

NPS Best Practices
23. Four other ways Slack and other Brands use Net
Promoter Score. – HubSpot
The simplicity of the Net Promoter Score is what makes
it so effective. These four tips show how to set your
company apart from the crowded marketplace.

NPS Best Practices
24. NPS the pros and cons: why use NPS? – Survey
Monkey
Survey monkey lays out the pros and cons of the Net
Promoter score and addresses if it’s right for your
company to adopt it.

NPS Best Practices
25. What is NPS? Macquarie’s Customer Experience
Journey and how NPS changed us – Macquarie
Macquarie operates in the telecom industry and was
receiving four times the complaints of other telecom
businesses.

NPS Best Practices
26. Net Promoter Score® Success Stories and Case
Studies – Genro
A range of case studies that demonstrate the success of
NPS and business growth.

The Potential Pitfalls of NPS
Not everyone agrees that to improve NPS is the best
way to better customer service. It’s important to know it’s
limitations to avoid them. We’ve also included four
resources from its critics:

27. NPS – The Good, the Bad and the Dangerous –
Joe Ballard
Joe Ballard explains how the NPS can be problematic
and counterproductive. Take note and avoid!

28. The Net Promoter Score – a Balanced View –
Customer Champions
Draws the advantages and disadvantages of NPS and its
ability – or lack of – to predict the future customer
loyalty.

29. Net Promoter Score (NPS) – Use, Application, and
Pitfalls – Checkmarket
Since the NPS is just the starting point; it is what to do
after the survey that matters.

30. The Pros and Cons of the Net Promoter Score –
Customer Satisfaction Strategy
The question asked in the NPS, ‘Would you recommend
us to a friend?’, is irrelevant to many industries and
situations, and doesn’t get to the cause of the problem.

Give us a shout!
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world of customer satisfaction
survey tools. 💡
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We pick companies because of their products,
but we often leave them because of
theirs service failures.
Matthew Dixon, Nick Toman, Rick Delisi
THE EFFORTLESS EXPERIENCE
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@nice_reply
Katarína Kasalová
katarina@nicereply.com
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