Simple is Good

by Heather Hughes on November 1, 2016

NPS Simple is good

Ever been asked to do a survey? Click here, please. Spend your time, please. Go through multiple screens, please. Win a prize, maybe.

Don’t get me wrong. I love surveys. I started in the survey world in high school. It was good money, calling people and getting their ratings of the produce and bakery at the local, chain-owned grocery store.

These days, some posit that one or two metrics reveal more about performance and the probability of future success than a multi-page survey. While Customer Satisfaction (CSAT) is still popular, Net Promoter Score (NPS) and Customer Effort Score (CES) are breaking real ground.

I like the idea of asking (and answering) one simple question. It’s quick, simple, and easy. What’s more, I love the idea of answering right there in the email. as illustrated in this post’s image: Hover’s NPS survey. Very cool (from Delighted).

This works because each number in the email is a link, and you can click only one number, which takes you to a simple follow up question. If somebody somewhere had demanded more than one question, well, then, there you go. The whole idea is out the window.

Simple is good. I think most would agree.

So strip yourself of the unnecessary.

As Apple once said and did, Think different. One button followed and one wildly successful company was re-born.

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