{"id":6093,"date":"2025-06-03T10:00:00","date_gmt":"2025-06-03T08:00:00","guid":{"rendered":"https:\/\/cys.group\/article\/nps-research-avoid-these-5-common-pitfalls\/"},"modified":"2025-06-20T10:54:40","modified_gmt":"2025-06-20T08:54:40","slug":"nps-research-avoid-these-5-common-pitfalls","status":"publish","type":"article","link":"https:\/\/cys.group\/en\/article\/nps-research-avoid-these-5-common-pitfalls\/","title":{"rendered":"NPS research: avoid these 5 common pitfalls"},"content":{"rendered":"

In part 6 of our 7-part series on NPS, we discuss five common pitfalls when improving customer experience. Discover how to avoid these mistakes and use your NPS effectively to create loyal customers.<\/p>\n

1. Only the score counts<\/h2>\n

An NPS score without the reason behind that score is not valuable. By not asking the “why” you lose essential insights to implement improvements. In addition to the score, make sure you also collect and analyze the customer stories.<\/p>\n

2. Excessive questions from customers<\/h2>\n

Constantly sending NPS questions can irritate customers. Focus on moments that are really important in the customer journey and avoid excessive reminders. Use tools like CYS to ensure that you approach customers strategically and not too often.<\/p>\n

3. Focus on numbers, not on customers<\/h2>\n

Organizations that assess employees on their NPS score make the mistake of making the score more important than Customer Experience. Avoid behavior such as asking for a “10”. Use NPS as a learning tool to make real improvements.<\/p>\n

4. Wrongly sharing NPS results<\/h2>\n

Publishing personal NPS scores within teams can create competition and resistance. Share results in a way that fits your organizational culture, for example with customized reports.<\/p>\n

5. Blind benchmarking<\/h2>\n

Don’t blindly compare yourself with other organizations. Benchmark meaningfully by looking at specific processes or experiences that you can translate to your situation. Focus on what really works for your customers.<\/p>\n

Effective NPS deployment<\/h2>\n

Use NPS to increase customer loyalty, but avoid pitfalls such as focusing on numbers and asking too many questions from customers. By making strategic choices in how you use and share NPS, you build a better customer experience.<\/p>\n

 <\/p>\n","protected":false},"excerpt":{"rendered":"

Avoid pitfalls in NPS research. Focus on customer feedback, avoid asking questions and use NPS strategically to improve loyalty and Customer Experience.<\/p>\n","protected":false},"author":1,"featured_media":3576,"template":"","meta":{"_acf_changed":false,"inline_featured_image":false},"class_list":["post-6093","article","type-article","status-publish","has-post-thumbnail","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/cys.group\/en\/wp-json\/wp\/v2\/article\/6093","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cys.group\/en\/wp-json\/wp\/v2\/article"}],"about":[{"href":"https:\/\/cys.group\/en\/wp-json\/wp\/v2\/types\/article"}],"author":[{"embeddable":true,"href":"https:\/\/cys.group\/en\/wp-json\/wp\/v2\/users\/1"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/cys.group\/en\/wp-json\/wp\/v2\/media\/3576"}],"wp:attachment":[{"href":"https:\/\/cys.group\/en\/wp-json\/wp\/v2\/media?parent=6093"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}