Begging customers for strong scores. Only seeking feedback from customers who had positive outcomes. Altering contact information to make dissatisfied customers hard to reach.
When it comes to gaming the Net Promoter System, we've seen it all and one thing is always clear: When employees intentionally undermine a company's efforts to understand customers and improve service, everyone loses.
In this episode, Rob Markey welcome back Maurice FitzGerald, retired vice president of customer experience at HP Software and author of Net Promoter—Implement the System. Together, they discuss ways that companies can discourage employees from sabotaging their feedback efforts.
Customer Confidential: Untold Stories of Earned Growth