David Newman

I guess going back to my original post, how does TSIA do benchmarking when it seems all three approaches are accepted but result in wildly different percentages?

Alexander, first of all, thanks for taking the time to share your thoughts, I was in charge of our NPS program for a few years and will share some thoughts in a bit. As far as 1 and 2 go, I suppose in the end, it's just a matter of scale and consistency. A scale that doesn't go lower than 20% just didn't set right with me.…

Thanks Steve, this is what I've seen most often but I've never seen anything from TSIA or similar that recommended a particular practice, particularly when the question is phrased the way ours is. We had a technical support rep who never received less than an Agree to receiving excellent service but he almost never…