Customer Monitor Documentation Portal

Reaching out to the people who are “on the fence” about your business could have a far greater impact than you think. Many businesses prefer to focus on the extremes of their MARCs and MVPs; the lowest and highest scorers in their surveys.

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Many businesses who use NPS focus heavily on the two extremes of their survey respondents: the MARCs (the lowest of your scorers) and the MVPs (the highest of your scorers). However, the third group, the often-neglected passives, are a potential goldmine of feedback and score improvement tactics.

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