A survey without an owner is a report
Companies are not short on scores. They are short on someone who has to do something by tomorrow.
Short pieces on surveys, go-live, and the front door. Examples in these notes are illustrative. They are not a client’s results.
Two surveys, two questions
Relationship NPS and transactional CSAT do not answer the same question. One asks whether the account still wants to work with you. The other asks what just happened on a quote, a visit, or a chat. You need both.
Neither one is a program until a detractor has a clock. A 24-hour contact window is a target for that clock. It is not, by itself, proof the loop is closed.
What the review has to do
Put response rate next to the score. A thin sample will flatter the unhappy customers who bother to answer. A weekly snapshot for the people who own the area is more useful than a quarterly deck.
If the review can end with “interesting,” the program is not finished.