Comments on: Online Survey Tools: KFC Net Promoter Score, Fried, Crispy, or Grilled https://6sigma.com/mobile-survey-net-promoter-score-fried-crispy-grilled/ Six Sigma Certification and Training Fri, 28 Feb 2025 11:00:12 +0000 hourly 1 By: jake https://6sigma.com/mobile-survey-net-promoter-score-fried-crispy-grilled/#comment-25774 Fri, 24 Aug 2012 18:18:41 +0000 https://opexlearning.com/resources/?p=10601#comment-25774 How does 1-7 scale work?

1-4 detractor, 5 passive , 6-7 promoter?

]]> By: Adam Ramshaw https://6sigma.com/mobile-survey-net-promoter-score-fried-crispy-grilled/#comment-25773 Wed, 22 Aug 2012 00:50:21 +0000 https://opexlearning.com/resources/?p=10601#comment-25773 Satya, you beat me to it: you are precisely correct. While knowing your Net Promoter Score is fun, it is basically worthless if you don’t know how to change it. Having no “why did you give us that score” question in the survey makes the whole process interesting but useless.

I liken it to seeing your car’s speedometer but not having access to the brakes or gas pedal. You know exactly how fast you are going but have not way to speed up.

Adam Ramshaw

]]> By: satya https://6sigma.com/mobile-survey-net-promoter-score-fried-crispy-grilled/#comment-25772 Tue, 21 Aug 2012 04:31:37 +0000 https://opexlearning.com/resources/?p=10601#comment-25772 Good to know more are using NPS to transform the company. One question is obviously good for customer especially answering over the phone, but there lies a fundamental issue! NPS is not (just) about measuring the results, but more about taking action on the results. WHile KFC can measure the NPS well, but I could not imagine how they will improve the results as there are no leads on what is driving a detractor!

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