Michelle Stinson Ross, Feelalytics
Ever feel like those ratings of 6 or 7 on a net promoter survey (NPS) are worse than useless? On any other scale of 1 to 10, a seven would be really good. But what if that 7 would have been a 9 if the customer had responded when they ordered their product rather than after there was a problem with shipping? There are several stops along the customer journey, and you can encourage more feedback with more nuance to capture that data.