The statistical validity of the Net Promoter Score depends on response rates; the higher the rate, the greater the accuracy. Low response rates can easily undermine a company's Net Promoter System, causing leaders to overlook burgeoning problems or wrongly assume that customers are happy.
In this episode, host Rob Markey and Maurice FitzGerald, retired vice president of customer experience at HP Software and author of Net Promoter—Implement the System, tackle common questions about response rates.
Learn more: Creating a Reliable Metric
The team huddle is the part of the Net Promoter System that connects the inner loop to the outer loop. Rob Markey discusses why regular get-togethers—often daily or weekly—are a critical element of the system.