Ep. 126: Q&A with Maurice FitzGerald | Are Cultural Differences at Play?

How does a customer's country of origin affect the feedback they provide about service experiences? Are certain countries home to naturally tough critics? Do people in some countries view rating scales differently? Cultural differences play a role in Net Promoter feedback, but to a far lesser degree than many practitioners assume. The challenge is to separate cultural issues from real service problems. In this episode, host Rob Markey welcomes back Maurice FitzGerald, retired vice president of customer experience at HP Software and author of Net Promoter—Implement the System. Together, Rob and Maurice will take on questions about cultural differences that Net Promoter System practitioners often encounter.