Insights & Guides — Page 31
NPS Action Plan: From Score to Strategy in 5 Steps
A 5-step NPS action plan framework that uses follow-up interviews to identify score drivers, prioritize fixes, and track improvement over time.
NPS and CSAT Program Costs: Surveys vs AI Interviews
NPS and CSAT programs cost 3-10x more than the survey tool. Pricing for Qualtrics, Medallia, Delighted, and AI interviews at $20 each.
NPS Detractor Interview Questions: 60+ for Retention
60+ NPS detractor interview questions organized by research phase with laddering prompts, sequencing guidance, and mistakes to avoid.
NPS Driver Analysis: What Qualitative Interviews Reveal
Statistical NPS driver analysis shows correlations. Qualitative interviews reveal causation. Learn how AI-moderated follow-ups identify the real drivers.
NPS Follow-Up Interviews: Going Beyond Survey Scores
NPS follow-up interviews uncover the drivers behind every score. How AI-moderated interviews replace shallow survey comments in 48 hours.
NPS Passive Customers: Interviewing the Silent Middle
NPS passives (7-8) are your biggest hidden churn risk. Learn why interviewing the silent middle reveals switching triggers surveys miss.
NPS vs CSAT: Complete Comparison with CES
NPS measures loyalty. CSAT measures satisfaction. Neither explains why. Compare NPS vs CSAT with CES, and learn how follow-up interviews complete the picture.
Post-Acquisition Customer Baseline: Day-1 Sentiment
Why PE firms need a customer sentiment baseline immediately post-close. How Day-1 NPS, satisfaction, and competitive data shapes the 100-day plan and.
The Reference Call Problem in Due Diligence
Reference calls use 0.25% of a customer base, pre-filtered for positivity. Satisfaction scores run 30-40% higher than independent interviews. Here's what...
Commercial Due Diligence for SaaS Acquisitions
SaaS-specific CDD guide for PE deal teams. How to validate NRR, churn risk, expansion revenue, and pricing power through independent customer interviews --...
Why Competitive Intelligence Programs Fail
The way competitive intelligence is done today is broken. Fraud, shallow data, periodic snapshots, bots — here's what's wrong and how to fix it.
Your NPS Program Is Broken: Why Surveys Fail
30-40% of survey data is compromised by bots. Open-ended comments are useless. Here's why NPS programs fail and what replaces them.