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David Deckelmann in Survey Metrics
Why Your NPS Score Might Be Inflated…
The Net Promoter Score is a great metric to measure customer satisfaction in any industry. However, just because it’s a standard metric, that doesn’t mean it gives standard, easily-compared scores. Many high NPS scores are simply inflated due to a sampling bias. Sampling biases often arise in surveys. Essentially, if you don’t survey everyone, you […]
David Deckelmann in Survey Metrics
The Most Frustrating Things About NPS Scores
After enticing someone to take a survey, you want to make sure they finish it—and that they provide good data. Yet, the smallest things can derail even the best surveys. So, beyond preventing survey fatigue, your credit union has another task: Combatting unclear or ambiguous questions.
David Deckelmann in Strategic Survey Ideas
What Is the Likert Scale, and How Do I Use It?
As you can imagine, there are many different kinds of questions to ask in surveys. And the variety doesn’t just extend to topics—it also refers to the way questions are framed, posed, and answered. The Likert scale is one such type of question. So, what is it? And how is it used? In short, the […]