Limits of The Net Promoter Score (NPS) System

What is the Net Promoter Score?The Net Promoter or Net Promoter Score (NPS) is a management tool that can be used to gauge the loyalty of a company’s customers. NPS was first introduced by Fred Reichheld in his 2003 Harvard Business Review article "One Number You Need to Grow"[1].The NPS is based on a single question: "How likely are you to recommend [product or company name] to a friend or
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Mapping data adds insight

In the past few months CJM Research have completed two very interesting projects looking at where asylum seekers and refugees live in Glasgow (for Glasgow City Council) and the demand for English as a second or other language (ESOL) in Glasgow (for the main ESOL providers in Glasgow).In both of these projects we have used mapping to add insight to data. Mapping the data can help it come to life and
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Mystery shopping can help you understand your business and your competitors

Mystery shopping is a great way to understand how your customers are being treated by your organisation.Mystery Shopping' or mystery visits involves regular reviewing of your service by professional or carefully selected customers who are trained to observe, experience and evaluate the customer service process of an organisation. They do this by posing as a ‘real customer’ and undertaking a series
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What is your brand?

A brand is simply how people think and feel about your organisation. Every organisation has a brand. However, not every organisation understands this. It does not matter if you manage your brand or not your customers, stakeholders and non-customers have perceptions and make judgements about you. Market research can help you understand how your brand is understood and perceived - whether it
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Investing in ipads is making CJM Research better

Ipads are helping improve our service to clientsAt CJM Research we always look for ways to innovate and improve the service we provide our clients. One way we have done this is to re-invent the way we conduct our face-to-face interviewing by investing in ipads for our interviewers. Traditionally face-to-face interviewing involves six stages as shown above. This results in interviewers having to carry
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Who, what, where, when, who and why?

Whenever you are planning research you could take some advice from Rudyard Kipling and think of: What is the issue, problem or decision you want to make?Who is the research target group?When do you need the research completed by?How will you use the findings?Where would you like the research carried out?And critically why are you doing the research?Answering these questions together with an indicative
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Do you really need satisfied customers?

Do you really need satisfied customers?Customer Satisfaction is a great measure of business performance and when combined with other measures such as recommendation demographics and reasons for the levels of satisfaction it can offer a real opportunity to understand your customers and improve your business.It is well established that organisations with the higher levels of satisfaction have higher
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