NPS (Net Promoter Score) is a customer satisfaction metric based on a single question: How likely would you be to recommend this company to a friend or colleague? Initially popularized in a 2003 Harvard Business Review research article, NPS has become both widely used and controversial since then. A Journal of Marketing 2007 study tried to replicate the 2003 research, but found “no correlation between NPS score and revenue” and stated that, therefore, there was “no correlation between NPS score and capacity for growth.” Continue reading Net Promoter Score Is Still a Metric for Customer Satisfaction

Customer satisfaction with cable TV, Internet and phone service providers has fallen to a seven-year low, according to a study from the American Customer Satisfaction Index. When surveyed about satisfaction involving 43 industries, consumer response placed television and Internet companies tied for last place. Recent merger talks have placed TV and Internet providers under particular scrutiny, while disappointing customer service and rising prices have taken on a different dynamic in an era of streaming options such as Netflix, Amazon and Hulu. Continue reading Study: Declining Customer Satisfaction with TV, Internet Service

The NPD Group reports that awareness and satisfaction of UltraViolet is on the rise with American consumers. According to NPD’s “Digital Video Adoption Monitor Report,” 44 percent of U.S. consumers have heard of UV or recognize its logo. That marks a nine percent increase over last year. Consumers pointed to DVD and Blu-ray packaging as the primary source for raising awareness. NPD notes that 91 percent of current UV users indicate they are satisfied with the service, up eight percent from 2013. Continue reading UltraViolet Awareness and Satisfaction on the Rise, Says NPD

Major stores including Walmart, Gap, Rite Aid and CVS will no longer allow the use of Apple Pay. Instead, these companies are trying to push their own app, known as CurrentC, which would enable customers to pay directly with their checking accounts. CurrentC would save the retailers money on credit card transaction fees, but consumers seem to have already adopted ApplePay. In the first 72 hours of the Apple Pay launch, the service registered one million credit cards. Continue reading Retailers Block Apple Pay Despite Early Popularity with Users

Unit sales of the best-selling tablet, Apple’s iPad, fell again for the second straight quarter, leaving some industry analysts wondering whether the tablet can survive in a world of bigger smartphones and smaller laptops. Microsoft and Samsung are also both losing money on their tablet devices, but cheaper Android tablets produced by smaller companies may be taking away some of the tech giants’ business. Still, many consumers do not see tablets as a must-have gadget. Continue reading The Future of Tablets May Be Uncertain: iPad Sales Fall Again