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The Net Promoter System Podcast – Customer Experience Insights from Loyalty Leaders

Loyal customers spend more, stay longer and tell their friends about their experiences. In the Net Promoter System Podcast, Bain & Company's Rob Markey talks to business leaders who are using the management system to create experiences that keep customers coming back.

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  2. Ep. 120: Q&A with Maurice FitzGerald | Why Response Rates Matter

Ep. 120: Q&A with Maurice FitzGerald | Why Response Rates Matter

Sep 21, 2017

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