If you read most blog articles about Customer Feedback, you will find a lot of discussion about the importance of having a high NPS (Net Promoter Score) and exceeding expectations. Just try googling ‘exceeding expectations’….
The buzzwords of the last two or three years in marketing and market research have been ‘Customer Experience’, ‘Customer Journeys’ and ‘Insights’. The analysis from these types of projects have mainly focused on three measures – NPS (Net Promoter Score), CES (Customer Effort Score), CSAT (Customer Satisfaction Index). Missing from these and, arguably more important, are ESG (Expectation-Satisfaction Gap) and VIR (Vulnerability Index Rating).
At MRDC, we are often involved in the analysis and reporting of employee surveys. Having collected this valuable data, how do you deal with the problems of delivering reports and information to everyone, whether it is senior management or teams around the region or the world?