Here comes one of those articles I write and know there is a good possibility that I am going to annoy many readers. In keeping with my strong advocacy of employee engagement, well-being/happiness as the keys to success, I am sharing an article from strategy + business, http://www.strategy-business.com/blog/Why-Net-Promoter-Score-is-past-its-prime, that explains the risk of overplaying the value of NPS scores.
The article provides insight through some great links to much more detailed information about the connection of employee experience to customer experience. Don’t get me wrong, I fully support getting feedback from customers, but I have gotten the impression in talking to ski areas that some advocate how great their NPS scores are, but yet in talking with the area’s employees, I walk away with the feeling something is broken. This happens too often. The question in my mind is NPS asking the right questions or enough questions.
Getting customers to provide feedback is a challenge for sure and the most important thing to acknowledge is that NPS is a lagging indicator. It is looking back, not forward. The result of the experience has to be reviewed for sure; however, if we could fully understand the customer’s expectation before they arrive, we’d be much better prepared to meet those expectations.
In our industry, there are only a few who can really leverage the world of big data to gain insight into the expectations of future guest, but the day will come when all of us will be trying to establish what is the return on experience, ROX. I will continue to argue that success can be gained by a focus on the employee and the employee experience, EX, first and the customer experience, CX, will benefit and as EX improves so will CX.
Try it, you will like it.