CSATs and NPS are Garbage. Discuss.

Unicorny

English - February 09, 2021 09:40 - 28 minutes - 39.3 MB
Marketing Business business marketing audio branding social media m&a video marketing agency marketing strategy in house Homepage Download Google Podcasts Overcast Castro Pocket Casts RSS feed

Previous Episode: Ep11: Wargaming for marketing agencies

Next Episode: 1. Scale-Up Marketing & Communications with OakNorth's Valentina Kristensen

These days we’re all massively over-surveyed. We get why companies are obsessed with the happiness of their customers, but is sending another survey the best way of finding out?

Marketing Trek has a major issue with CSATs and NPS scores – these being customer satisfaction surveys and Net Promoter Scores. We think that in most cases, they are a waste of time and where they are not, they’re not being properly implemented.

But, we're open to persuasion, so we assembled a panel of experts to argue the case. Are CSATs and NPS garbage?