OCX Cognition

NPS BASICS AND BEYOND How Soon Is Too Soon? Survey Toxicity How Soon Is Too Soon? key takeaway In any NPS program, reaching out to an individual contact too frequently can result in survey fatigue. Rules to avoid what is often called survey toxicity are c

NPS BASICS AND BEYOND Great NPS Surveys, Poor Data: What Went Wrong? Data Quality Standards Great NPS Surveys, Poor Data: What Went Wrong? key takeaway A great NPS survey design is of little value if feedback collection is not properly executed. Establish

NPS BASICS AND BEYOND Is Your NPS Data Collection Aligned with Your Customer Journey? Data Types Is Your NPS Data Collection Aligned with Your Customer Journey? key takeaway Looking at NPS and the customer experience with a journey view is essential to un

NPS BASICS AND BEYOND Are You Exercising Scale Discipline? Scales for NPS and More Are You ExercisingScale Discipline? key takeaway Rating scales matter for NPS and other CX metrics. Consistency, scale range and scale labeling all impact the validity of r

NPS BASICS AND BEYOND How Do I Choose the Right Metric? Right Metric How Do I Choose the Right Metric? key takeaway Determining which primary metric should be used in a given survey depends on the type of feedback being collected, relational or transactio

NPS BASICS AND BEYOND What Is a Primary Metric? Primary Metric What Is a Primary Metric? key takeaway In a solid NPS program, the right primary metric may vary per feedback type. Only one primary metric should be used within a given survey. Best Practice

NPS BASICS AND BEYOND Who Is Your Customer? The Answer May Not Be Easy NPS Program Segmentation Who Is Your Customer? The Answer May Not Be Easy key takeaway Starting your NPS program by asking yourself who your customer is may seem like an oversimplifica

NPS BASICS AND BEYOND Uncovering the Valuable CX Data Hidden Within Your Business Operational KPIs Uncovering the Valuable CX DataHidden Within Your Business key takeaway Operational metrics aligned with the customer journey and tied to NPS are a rich sou

NPS BASICS AND BEYOND What's So Special About the Net Promoter Score? NPS DEFINED What's So Special Aboutthe Net Promoter Score? key takeaway Net Promoter Score, NPS, is the most widely adopted, globally recognized, and time-tested measurement of customer

NPS BASICS AND BEYOND The Complete Guide to NPS Basics and Beyond REPORT The Complete Guide toNPS Basics and Beyond Use these demonstrated best practices to build the right NPS foundation. Need to get started understanding NPS? Wondering if you've got all