Episode 12: CSATs and NPS are Garbage. Discuss.

Episode 12: CSATs and NPS are Garbage. Discuss.

Dom HawesCEO, Selbey Anderson
Published
Episode 12: CSATs and NPS are Garbage. Discuss.

These days we’re all massively over-surveyed. We get why companies are obsessed with the happiness of their customers, but is sending another survey the best way of finding out? Marketing Trek has a major issue with CSATs and NPS scores – these being customer satisfaction surveys and Net Promoter Scores. We think that in most cases, they are a waste of time and where they are not, they’re not being properly implemented.

These days we’re all massively over-surveyed. We get why companies are obsessed with the happiness of their customers, but is sending another survey the best way of finding out?

Marketing Trek has a major issue with CSATs and NPS scores – these being customer satisfaction surveys and Net Promoter Scores. We think that in most cases, they are a waste of time and where they are not, they’re not being properly implemented.

But, we're open to persuasion, so we assembled a panel of experts to argue the case. Are CSATs and NPS garbage? Please join us to hear Shane Redding (Owner of Think Direct), Nick Taylor (European Marketing Director at Emerson) and Elaine Lee (Managing Director of Reynolds, Busby, Lee) talk turkey about this important subject.


Dom Hawes
Dom Hawes
CEO, Selbey Anderson

Dom leads group development at Selbey Anderson and has been in the marketing business for over 25 years. He started his professional career after serving six years in the British Army and spent his early career in agency before moving in-house and into general management.

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