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About NetReflector

NetReflector is a full-service marketing insights firm specializing in customer experience and product development research. We provide organizations with a single source for managed feedback solutions, comprehensive market research, and Enterprise Feedback Management (EFM) software.

We help companies obtain feedback across all their customer and employee touch points including:

  • Customer Satisfaction
  • Partner Satisfaction
  • Product/Service Satisfaction
  • Contact Center Monitoring
  • Employee Feedback
  • Website Feedback

We also specialize in market research to address every stage of the product development lifecycle, from initial market sizing/market opportunity research, to new product concept testing, to positioning and messaging, and final packaging.

Company Facts

  • Established
    • 1997 Seattle, Washington;
  • Award-winning
    • 5 Time Recipient of Deloitte Technology’s “Fast 500” and “Fast 50” awards;
    • 3 Time Recipient of Inc. 500 Award;
  • Unique Approach
    • full-service offering combining managed feedback solutions, enterprise-class survey software, and comprehensive market research;
  • Part of the Potentiate global family
    • May 2017, merger with Potentiate to expand core offerings and partner globally;
  • Kapiche Text Analytics
    • July 2017, with Kapiche and Potentiate, the U.S. launch of Kapiche text analytics platform.


Articles

Article – Modifying NPS

Modifying NPS – When to Bend the Rules
NPS (Net Promoter Score) is a popular method for measuring and acting on customer feedback. Companies like it because it’s simple, it’s intuitive, and it leads to action. But sometimes it doesn’t make sense to follow the NPS recipe precisely. There may be a legitimate need to use a different scale, a different question, or a different formula for calculating the score.

When and how is it OK to modify NPS? Read our Best Practices article – “Modifying NPS – When to Bend the Rules,” to learn more. Download the article.

Article – When Satisfaction Scores Go Flat

Check out the January 2014 issue of Quirks Market Research Review to read our article, When Satisfaction Scores Go Flat.” Or download the PDF here. Learn about the do’s and dont’s of dealing with a stubborn trend line, and how to keep customer experience initiatives alive when satisfaction ratings reach a plateau.

Article – VoC Path to Maturity

As VoC programs evolve, they progressively utilize new sources of customer feedback, better tools and technology, and a wider range of applications. This path to maturity is predictable, and to the extent that organizations understand what to expect they can plan and prepare for their VoC program to evolve and improve.

Read our Best Practices article – “VoC Path to Maturity – Five Ways VoC Programs Evolve Over Time,” to learn more. Download the article

Article – Six Tools Your VoC Team Should Be Using

Does your Voice of the Customer (VoC) team have all the tools it needs to serve your organization?
Effective VoC teams use a variety of software tools to serve the informational needs of their stakeholders. From survey software to text analytics to statistics packages, VoC professionals need access to programs that allow them to quickly and accurately collect customer feedback, analyze data, and report on the results.
Read our Best Practices article – “The VoC Toolkit – Six Essential Tools for Your Company’s VoC Program,” to learn more. Download the article.

Article – Building an Effective VoC Team

Voice of the Customer (VoC) programs have evolved in recent years, and so have the teams that manage them. Read our Best Practices article, “Building an Effective VoC Team” to learn which skills and backgrounds are needed to make your VoC program a success. Download the article.

Article – Choosing The Best Metrics For Your VoC Scorecard

Creating an effective VoC scorecard depends on choosing a combination of metrics that tell a clear story without being overly complex. This article looks at some best practices for designing VoC scorecards and dashboards. Read our Best Practices article – “Choosing The Best Metrics For Your VoC Scorecard,” in which NetReflector shares tips for effective scorecard design. Download the article

Article – Six Ways to Use VoC in Your Organization

The key to a successful VoC program is to take effective action on the results. This article looks at six ways that companies use VoC to drive better business outcomes. Download the article

Article – Overcoming Resistance to your VoC Program

Even the best designed customer satisfaction survey program may meet with some resistance from company managers. Read about the Three Stages of Pushback, and what you can do to overcome them and move the survey program forward. Download the article

Case Studies

Case Study – Using Employee Engagement Data to Drive Business Performance

Connecting the dots between employee engagement data and business performance requires employee engagement data to be actionable at all levels within an organization. In our Case Study “Practical Engagement: Using Employee Engagement Data to Drive Business Performance” we discuss the importance of mapping employee engagement data to business objectives and specific organizational needs. Download the case study

Case Study – The Mystery of the Missing Loyalty Effect

Understanding the connection between customer loyalty and profitability is a critical component to any Voice of the Customer (VoC) program.  In our Case Study The Mystery of the Missing Loyalty Effect” we explore the relationship between customer loyalty and company profit and highlight the importance of looking at your customer segments differently when analyzing profitability models.  Download the case study

Case Study – Real-time Call Center Feedback

Discover how a global networking leader increased customer satisfaction and agent performance with NetReflector. Download Case Study