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Metrics in the News

We’re not the only ones talking about customer metrics. It’s a hot topic in the news and on the lips of experts. Check out some of our favorite quotes, articles and blog entries about metrics.

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"Five Costly Customer Satisfaction Myths and Misunderstandings"

Sheri Teodoru, CFI Group Partner & Program Director, Chief Marketer customer_satisfaction_myths_12112006

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“The American Customer Satisfaction Index, the definitive benchmark of how buyers feel about what business is selling them.”
New York Times, August 8, 2004

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“Skeptical? I am. Before jumping on this bandwagon – and Reichheld clearly intends it to be a new bandwagon – have a look at the research base: 14 companies in six industries.”
Marketing Week, January 26, 2006

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“...customer satisfaction has a positive, significant impact on the future value of the firm…customer satisfaction increases future cash flows and reduces their variability.” “...The positive effects of customer satisfaction on cash flows are both statistically significant and managerially relevant.”
Customer Satisfation, Cash Flow and Shareholder Value, Thomas Gruca and Rego Logo, Journal of Marketing, January 2006

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“...the concept of net promoters is a bad idea that would not likely have seen the light of day had it not come from such a respected individual.”
The Loyalty Myths, Hyped Strategies that Will Put You Out of Business, Kleiningham, Vavra, Aksoy and Wallart; Wiley, 2006

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“...the net promoter score is a lagging indicator of process performance. Why? It doesn’t tell you there’s a problem until after it has affected customers, and it doesn’t give you a clue as to its cause.”
The Loyalty Strategy Report, Bob Brooks, Executive Director, Lean Six Sigma with Anthony & Alexander Consulting

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"When we use his [Mr. Reichheld's] data, net promoter doesn't come out to be the best predictor of growth."

Study to be published in an upcoming issue of the Journal of Marketing by Tim Keiningham, Senior Vice President of the Ipsos Loyalty unit of France's Ipsos SA

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Is the NPS Fad Finally Passing? Please Tell Me It Is

Blog Entry by Daryl Siry

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