Survey Sabotage: Is Your Customer Data Misleading You?

Many top companies are using or have adopted a Net Promoter® system to learn more about the quality of their relationships. A closed-loop feedback process can help businesses identify key clients, product features customers like or dislike, service opportunities and problems that need immediate attention. But these efforts can only go so far if the survey data is flawed by biased answers. Like a virus that yields no obvious symptoms, bias can creep into survey data all sorts of ways. Here are some of the most common factors that can contaminate your data, and how to avoid them.

Content: Article
Authors: Frederick F. Reichheld, Rob Markey
Source: Bain & Company
Subject: Customer Related