Avoiding The Top 5 Mistakes when Implementing NPS

Host Kevin Capp discusses the top five mistakes companies make when surveying customers. Our guest is Evan Klein, president of Satrix Solutions (www.satrixsolutions.com). For more than 25 years, Evan Klein has been an enthusiastic champion for voice-of-customer driven change. He specializes in coaching business leaders on the customer and employee-focused strategies that lead to increased profitability and sustained competitive advantage. Evan founded Satrix Solutions in 2008 to empower businesses to accelerate growth and increase valuation by improving referrals, retention, share-of-wallet, and sales close rates. The company’s growing list of clients benefit from experienced consultants, expert advice, Board-quality reporting, and actionable recommendations. A quick review of the top mistakes discussed in the podcast include: Deploying a customer survey without a plan Keeping the survey results in the Customer Success team only Creating surveys with leading and double barrel questions Surveying customers and taking no action on the results Surveying without strategy to achieve statistically significant results