It’s probably how their payor measures performance.
But I thought the issue with customer surveys was how biased they could be toward negative experiences cuz nobody else is angry enough to respond.
But I thought the issue with customer surveys was how biased they could be toward negative experiences cuz nobody else is angry enough to respond.
They can be biased toward positive experiences too, if customers feel the job of the person that helped them is on the line.
NPS is asking your customers "how likely are you recommend us to a friend or colleague?". That's definitely not an accounting number. If you care about this, you can instead ask your _new_ customers if someone recommended you. Or you could hire a third party to do an independent survey among your target demographic.