Monthly Archives: January 2016

Here's Don Draper getting to the heart of the limitations of using traditional methods of research in isolation. We feel your pain, Don....

Recent research commissioned by the Department of Health was seeking to identify the best single ‘overarching’ question to ask patients and service users about their experiences of healthcare. But using NPS has proven to be confusing for patients. We explain how and where to get the best out of NPS.

Do traditional loyalty techniques actually create value? In this first of two articles, I’ll challenge whether our expectation of loyal customer behaviour is true in the real world, and suggest some alternative ways to find loyalty in 2015.