Guides to employee and customer research

What is eNPS? How to calculate and use the Employee Net Promoter Score The question, the calculation with a worked example, what counts as a good score, and why the number only becomes useful once you ask why. Read the guide What is NPS? The Net Promoter Score explained Where NPS comes from, how to calculate it, what counts as a good score, and how to get from a number to improvements. Read the guide What is CSAT? The Customer Satisfaction Score explained The question, the two ways to calculate CSAT, when to use it, and why an average can lead you astray. Read the guide What is the Customer Effort Score (CES)? Why effort deserves its own measure, the two versions of the question, the calculation, and the trap of a reversed scale. Read the guide NPS vs CSAT vs CES: which should you use? The four scores side by side: what they measure, when to use which, and how they complement each other. Read the guide

Employee survey questions: examples you can use Example questions across ten themes, from workload to line managers, with tips on wording, length and anonymity. Read the guide Customer satisfaction survey questions Example questions by topic, from product to price, with tips on choosing the right score, the right moment and the right length. Read the guide Exit interviews: questions and approach Example questions, who should run the interview, the right moment, and how to get from individual conversations to patterns. Read the guide

Anonymous employee surveys and the GDPR The difference between anonymous, confidential and pseudonymised, what the GDPR asks of you, the role of works councils, and a practical checklist. Read the guide How to increase survey response rates: what actually works What dozens of experiments say about length, invitations, reminders and incentives, translated into customer and employee research. Read the guide What is a conversational survey, and when does it beat a questionnaire? How an AI interview works, what research says about it, and when a conversation gets you more than a form with open questions, and when it doesn't. Read the guide