[ckeck]

Great article Todd! Thank you for sharing your experience. Would be good to hear more about how you engaged with your customers post-survey which is one of the most important aspects of Net Promoter. Driving to that direct engagement (to either ask for referrals/recommendations from Promoters or recover Detractors).

We're very excited to have recently launched Promoter.io (www.promoter.io), a platform built specifically to help companies not only measure and track their NPS, but drive more valuable/actionable insights out of the data and open-ended feedback. We also heavily streamline the process of customer engagement post-survey.

We don't allow customers to change (or "break") the survey. Standard single question with an open-ended follow-up about the score.

One important aspect to keep in mind about Net Promoter is that you're attempting to identify what is causing the most loyal customers to feel that strongly about your brand, and who WOULD (not just who is) recommend/refer your brand. Once you know who would you can directly engage those Promoters to drive referral business you might otherwise never see. It's there.