TRG iSKY

NPS, otherwise known as Net Promoter and formerly known (sort of like Prince) as a behavioral intent question measuring willingness to recommend is a fairly polarizing concept.  There are died in the wool proponents and an equally sizeable group of detractors.  From our standpoint, the conceptual goal of a simple to understand metric that serves as an internal rallying cry for the importance of customer experience/service is great.  Where NPS goes astray is claiming to be more than this when just being this was a worthwhile achievement.  This is because the technical and methodological crit

How is this for man bites dog?  The problem with customer satisfaction is the Very Satisfied. This seemingly ridiculous claim becomes more credible if you consider,

Odd statement from a full service market research firm but we’re hoping there is some truth to the “truth shall set you free” adage.

I don’t know if this will be received as stating the obvious or revelation but most pricing by most firms is based on direct costs, otherwise known as cost plus accounting. This pricing method benefits from simplicity and ease of calculation but it does nothing to align the supplier’s interests with that of the end client – ironic since most full service firms like to position themselves as “partners”.

The US automotive industry is in pain; sales are down and the prospects of a return to growth are bleak in the near term. Cost cutting is necessarily on the minds of all brands now, even those who are holding up well in the current down turn and every program, and expense is under scrutiny.  In this context it’s important to understand that the last place to cut is in customer service standards – do it and you risk more than merely a dissatisfied customer, you risk damaging your brand’s long term health.