Csat versus NPS with SOCAPie & The Leadership Factor

Location: Huddersfield

Agenda: Net Promoter versus Csat 

Whatever your opinion on it, there's no doubting Net Promoter Score's ability to polarise opinion and stimulate debate. If it makes us all address some fundamental questions about the best way to measure customers opinion and embed customer-driven change in our businesses, then that can only be a good thing. We'll take a good hard look at some of the options for surveying customers, comparing the pros and cons of each.

• We need to watch out for false dichotomies - can we benefit from the best bits of both NPS and CSAT?
• The most important test of your survey is that it succeeds in driving change - what are the things that are most likely to deliver that?
• While we're challenging assumptions, what other innovative ideas could we learn from?
  

The day will also include refreshments, lunch and a tour of The Leadership Factor.

Host: The Leadership Factor

The Leadership Factor is the UK’s leading expert in customer experience measurement with a proven track record of improving companies’ loyalty and profit. The Leadership Factor has vast experience of working in all sectors to deliver clear and actionable outcomes from customer feedback data. Current clients include Chelsea Football Club, Co-operative Group, City & Guilds, LV=, RBS, Remploy, Ramsay Healthcare, Rolls Royce and Visa.

Presenter: Stephen Hampshire.

Stephen has been instrumental in developing The Leadership Factor's unique methodology in satisfaction and loyalty measurement, specialising in the advanced statistical analyses required for modelling. Stephen is often invited to write articles for journals in the UK. Stephen is also responsible for managing the research surrounding the UKCSI  and his clients include RBS, Friends Provident and Pace Technology.