Apples and pears – learn how to love yourself

Scour the noticeboards of Linkedin discussion groups that deal with NPS, effort or CSAT and you’ll find regular requests for benchmarking KPIs from companies keen to understand how their scores perform against their key competitors.


I am not a number

The anguished complaint of Patrick McGoohan in the Sixties cult TV show “The Prisoner” is a far cry from the more prosaic world of customer feedback but it seemed to me a relevant introduction for a new series of blogs on key feedback metrics.