Comments on: Find Out How Great Your Service Is By Asking This One Question http://www.bigmarketingsmallbusiness.com/2010/01/16/find-out-how-great-your-service-is-by-asking-this-one-question/ Common and uncommon marketing ideas that help small businesses connect BIG with their customers. Wed, 14 Jul 2010 15:12:32 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: UK Customer Experience Awards « Service Obsession™ http://www.bigmarketingsmallbusiness.com/2010/01/16/find-out-how-great-your-service-is-by-asking-this-one-question/comment-page-1/#comment-2114 UK Customer Experience Awards « Service Obsession™ Sun, 07 Feb 2010 14:38:15 +0000 http://www.bigmarketingsmallbusiness.com/?p=1062#comment-2114 [...] Find Out How Great Your Service Is By Asking This One Question (bigmarketingsmallbusiness.com) [...] [...] Find Out How Great Your Service Is By Asking This One Question (bigmarketingsmallbusiness.com) [...]

]]> By: Ryan Kelly http://www.bigmarketingsmallbusiness.com/2010/01/16/find-out-how-great-your-service-is-by-asking-this-one-question/comment-page-1/#comment-2012 Ryan Kelly Mon, 18 Jan 2010 04:19:24 +0000 http://www.bigmarketingsmallbusiness.com/?p=1062#comment-2012 Rajan, How do you know how much of the NPS score is attributed to a superior or inferior product? For example, if Apple has superior products, wouldn't people tolerate less than superior service? (like Google?) AT&T has gotten such a bad reputation with poor network capabilities, and now they come out with a new pricing plan to compete with Verizon (which means they've been raping us all along), so wouldn't they naturally get a lower NPS even if there customer service was good? Rajan,

How do you know how much of the NPS score is attributed to a superior or inferior product? For example, if Apple has superior products, wouldn’t people tolerate less than superior service? (like Google?) AT&T has gotten such a bad reputation with poor network capabilities, and now they come out with a new pricing plan to compete with Verizon (which means they’ve been raping us all along), so wouldn’t they naturally get a lower NPS even if there customer service was good?

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