Is the NPS really so simple?
The Net Promoter Score question or “NPS” (1) often seems mindlessly executed – at least from the customer point of view. Would I recommend...
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Use “small data” to get more from “big data” input
My colleague Evelyn Smeets attended “The Human Mind and Usability“, a one-day session at the traveling Nielsen Norman Group usability...
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The NPS from a customer point of view
I stumbled upon this article “Do you trust your customer survey results“ in Forbes by Fred Reichheld and Rob Markey, the brilliant brains behind...
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Kmart and the limits of the NPS
Should I recommend Kmart to my mother? Or can I just get on with unloading my shopping cart filled with toilet paper and shampoo?
Read MoreThe ExScan: The Stedelijjk Museum
On its way to A+
During the opening week, the museum received unflattering press. In short, critics mostly gave it a C-.
Perhaps not the best of starts, if it weren't for the fact that the museum is selling like hotcakes, and everyone's going.
So we interviewed 40 visitors about their experience and in terms of function, over 85% of those interviewed gave it an A or a B....
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