Tag Archives: customer satisfaction

April 10, 2009

What’s your NPS?

I’m always looking for “Just 1 Number” – that single metric which shows immediately how the company is doing across all departments.  I thought I’d found it and wrote my first Benchmark column on the subject in September 2005.  I called it the SNIPPY which represents an index relating customer satisfaction to net profit.  I’m […]

August 5, 2008

1 Vital Number – the CSNPI!

Metrics are my mania – there isn’t a number I don’t like, zero is a miracle, I’m especially fond of ratios and prime numbers are simply the best!  Then there’s that deliciously infinite Pi.  The complexity of number theory is astounding.  I wish I had more time to try to understand it better. However when it comes to […]

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