Home | Interviews | An Interview With Knovel's Own Alan Lieberman
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June 8th, 2011
An Interview With Knovel's Own Alan Lieberman
's Director of Valuable Insights, Alan Lieberman
oversees all data and information within Knovel.
One of Alan's responsibilities is overseeing Knovel's Net Promoter Score.
e recently spoke with Alan
about Net Promoter
K-Exchange: First off, in the simplest terms, what is Net Promoter?
: There are many different types of satisfaction surveys.
: After reading "Good to Great", by Jim Collins, I thought about a measure Knovel could monitor to ensure that product enhancements and services are consistent with our users' expectations.
: I am delighted with the Net Promoter Score survey at Knovel
Some suggestions from Knovel users have already been implemented in the product.
We also have shared Net Promoter Score survey responses with some customers, using the information to discuss training and content opportunities.
KX: What will tracking NPS scores allow Knovel
to do in the future?
What is the ultimate goal of the NPS score?
: The Knovel
Net Promoter Score survey allows users to communicate directly with Knovel
at the time that they are using Knovel to answer their questions.