We published the 89th issue of Quality Times, our mostly-monthly newsletter. Email subscribers should already have their copies.
This month is a deep dive into survey methodology and process. In my first article I discuss a recent academic paper comparing the popular metrics NPS, CSAT, and Customer Effort and find that the research isn't all it's cracked up to be. Then I get into the subject of whether and when to pay an incentive to take a survey. My answer: "almost never."
As always, I hope you find this useful and informative.