Fascinating! It demonstrates the behavioral science principle called Framing, which is often used in pricing to influence an outcome. List the prices in highest order first and average price goes up. List the very same prices in lowest order first, and average price goes down. The "previous system" is actually not an NPS. NPS has a very specific way of asking the question and listing the responses. This matters because all of the testing & benchmarks have been conducted using 1 specific methodology, similar to the one listed as "new system." The exact wording is, "how likely are you to recommend xxx to a friend or colleague." It also is a great example of the problems in democratizing survey tools. Thanks for sharing this, Sharon
Reminds me of the Archie Miller quote, "Data is exhaust, not fuel."
He said it all, just much pithier
Fascinating! It demonstrates the behavioral science principle called Framing, which is often used in pricing to influence an outcome. List the prices in highest order first and average price goes up. List the very same prices in lowest order first, and average price goes down. The "previous system" is actually not an NPS. NPS has a very specific way of asking the question and listing the responses. This matters because all of the testing & benchmarks have been conducted using 1 specific methodology, similar to the one listed as "new system." The exact wording is, "how likely are you to recommend xxx to a friend or colleague." It also is a great example of the problems in democratizing survey tools. Thanks for sharing this, Sharon
It totally does. Cialdini himself would be delighted with the "new system" :D