Recognize this mechanism?
"When we score higher than the benchmark, we say: yes! we are done! When we score lower than the benchmark we start questioning the research..."
In this episode Zanna and Miranda discuss the content of benchmarking.
Does it make sense at all?
If yes, when does it make sense?
How can I best benchmark NPS or satisfaction?
They also discuss some crucial tips and tricks to watch out for if you want to benchmark your NPS or SAT score.
Link to sign up to Zanna's curated CX newsletter: https://zannavanderaa.com/weekly/.
Zanna van der Aa combines 20+ years of experience in CX transformation with a PhD in CX.
Miranda Nijenhuis is Zanna's partner in crime for over 8 years now and in these podcasts she has the role of the interviewer. This podcast was recorded on Oct 28th, 2022.