Single question survey, genius

Talk about keeping it simple.

My key takeaway from this book is the power of implementing a single question survey. We have already operated by many of the NPS principles for years, assuming them to be common sense.

But the post transaction survey has never happened. Now it will.

1 person found this helpful

I wish....

I wish all the business leaders read this book. I certainly learned a lot from this book. Thank you for sharing your knowledge.

Of course they are right but you don’t really need a survey.

I have always maintained that you can listen to an employee for five minutes and know what type of person they are with customers and ultimately that is what you are trying to measure here. You are just trying to figure out if you and your business are behaving ethically and not being jerks.

This measure is the fad of the day, when everyone learns how to game it then we will be onto the next substitute for actually being nice to each other.

The tool for a paradigm shift!

The structure of this book and the evidence behind it was the catalyst for a paradigm shift in our organization. Powerful!

Great concept. Could have been shorter.

The concept is exceptional but I feel it could have been half as long. Now for the implementation.

Great concept, book too long

Love the concept and the book overall. However it is about 3-4 hours too long. At one point I almost gave up on it as it seemed to drag about 1/2 way in. That said, if you want to learn about NPS (and I suggest you do), it is a very worthwhile listen!

if your unfamiliar with nps this is your book

the only nack I have on the book is that it could be Summed up in a quarter of the length. over half the book is Customer loyalty stories.

An inspiring business book

it's not often that a business book can be called inspiring, but I can't find a better word to describe my response to this book. The creator of the Net Promoter System explains in great detail the value and development of this customer centric system with evangelistic forever and contagious enthusiasm.

I foresee great improvements in our company as a result of reading

I firmly believe NPS will fill a hole that has been present in our company for a long time and help us scale to a much larger size while continuing to bless our customers.

No substance

What could have made this a 4 or 5-star listening experience for you?

Some material around how to set up NPS in a business.

Would you ever listen to anything by Fred Reichheld and Rob Markey again?

Yes -I love the NPS System. Unfortunately this book is 80% anecdotes about businesses that have successfully implemented it. Also, the vast majority were huge companies.

Would love to see some info on how startups or small companies can implement NPS.

What about Walter Dixon’s performance did you like?

Well read -good voice.

Any additional comments?

My company has used NPS for 3 years so I love the concept. The book was interesting for a while as it's well read and some of the stories are interesting. Would have preferred some more meat around how to properly implement the system and less success stories.

1 person found this helpful