Love this share from @EricZ- love the NPS guys’ response.
Here’s the crux of the video: Customer surveys have lost their value because companies focus too much on collecting scores instead of truly understanding and improving the customer experience.
Feels like there’s fertile ground to tackle:
- Too many surveys
- Surveys are too long
- Customers feel pressured
- Feedback is biased
- Companies chase high scores
- Real improvement gets ignored
- Survey fatigue is growing
- Referrals show real loyalty
- Time to focus on behavior, not scores