Post by account_disabled on Mar 6, 2024 7:50:32 GMT
Of customer experience. If not nps, then what? Potentially, tlm. This is how the tlm works: the question: if you had a choice, how likely would you be to do business with <<organization>>? Response options are: not likely, not sure, somewhat likely, very likely the calculation: the tlm is calculated by adding the percentage of “very likely” to half the percentage of “somewhat likely.” for example, if 50% choose “very likely” and 20% choose “somewhat likely,” then the organization's tlm is 60%. Why do I like tlm more than nps? Nps has never been an accurate measure of whether or not someone would recommend a company. Instead, it is a measure of a favorable attitude toward an organization. And there are many, many ways to check that attitude. Instead of trying to interpret what a person really means based on their answer on a scaled-response question, we have them directly choose how they feel using a likert scale. The segmentation is very easy to explain, since we can enter labels for each of the four types of respondents, such as: supporters ("Very likely"), supporters ("Somewhat likely"), neutrals ("Unsure"), supporters ( "Unlikely") a four-answer design will be more effective on mobile and will provide less cognitive load on respondents.
This approach tests people's underlying loyalty attitudes without having to figure out what "Likely to recommend" means in settings like governments, where there is no choice, or healthcare, where people may not want to talk about their experiences. . The tlm measurement, which is presented as a percentage, is easy to understand conceptually. The tlm would be an open source measure. I am not going to add any copyright or trademark Buy Bulk SMS Service notices about the concept. Should we give up nps? Not necessarily before my post is used to advocate the removal of nps from every organization in the world, let me be clear about where I can comfortably recommend the use of nps: if the company has a net promoter system that is generating positive results, keep it running. If you have the opportunity to work with an organization like bain, which has a strong track record of deploying successful nps programs, then follow their advice. (although I think the nps could easily be reformed around the tlm) if leaders are committed to nps deployment, then don't fight it. Harness its energy and follow our tips to boost your nps program. The debate: please join the conversation I haven't tested or deployed this metric anywhere yet, so it's a good time for some co-development.
I would like to know what you think. Let's collectively figure out how to evolve the core measurement of customer experience. Feel free to argue for keeping the nps as is, if you want. However, please don't go on a rant that I'm focusing too much on the metrics and that what really matters is the program. I agree. I was the first analyst in the world to say that, and it has been my position for over 15 years. No matter what metric you use (including nps or tlm), the program matters more than the measurement. The tlm as a relational metric although nothing is absolutely linear, it is worth keeping these steps in mind: the person has an interaction with an organization (for example, calls the contact center) that interaction is one of many that the person has on their journey to achieve a goal (for example, they go on vacation). These trips lead to a set of attitudes that the person has about those organizations (for example, prefers to interact with the company). These attitudes influence the person's future behaviors (for example, buying more from the company). The set of people's behaviors affects the results of the organization (for example, profitability) tlm (and nps) is an attitudinal measure associated with step.