I saw these flyers on each table in a local French Subways. They ask customers to use the app-based customer loyalty card and rate Subways:

The rating is obviously based on the NPS but notice how the levels are grouped and represented. The smiley with the heart eyes (raving fan) represents a value of 9 or 10; the weeping smiley represents a 7 or 8 while the angry smiley represents anything below 7.

Essentially the 11-scale NPS rating has been reduced to a 3-scale rating (ecstatic, unhappy and angry) of which two options are obviously negative. I am a fan of an odd number of options with a neutral element and a balanced number of negative and positive options because I believe that caters best to everyone’s opinions. In the Subways example, which option would you choose if you thought the experience was good but not mind-blowing? There is no option for that or what about if you thought: “hmph, I don’t have a strong opinion because it was neither really good nor really bad”?

This type of legend for the rating invalidates the NPS. Users are no longer able to make a very nuanced choice on an 11-point scale; instead they are being forced to select a 9 or a 10 if they did not find the experience negative. An NPS score based on “coerced” data like this is not valid. The data can really only be used for a rudimentary determination of the ratio of positive versus negative customer experiences…

Living in France as a foreigner requires a certain degree of adaptation to the French way of doing things but when a delivery driver called me one day because he wanted to find out where exactly my house is located and ended up shouting at me that I was annoying him, making him drive in circles and that I don’t even know where I live, that took living in France to a whole new level of new experiences.

I told him to keep the parcel and he asked whether I was refusing the delivery. I said yes, I am refusing the delivery because he was incredibly rude and I wanted to end the call.

He called back 10 minutes later saying we had gotten off on the wrong foot and could I guide him to my house. I did. And then he had the nerve to say: “see, I had already nearly figured it out all by myself”. Argh. But I had to chuckle.

Try buying a laptop on the French Dell website with a QWERTZ keyboard (the French keyboard is AZERTY) and with an English language operating system. It’s not possible. Dell assumes that if you buy a laptop in France, it is because you are French and want all things French.

But .. you can call their customer service and they can configure the laptop exactly as you want it (why not offer this service on your website too, then?). I will skip the part where the customer service representative first entered my order with a French keyboard and French operating system even though I had specifically stated what I wanted and that that was why I was calling instead of using the website and skip directly to where my order got flagged as fraud because I was using a German credit card while purchasing from the French Dell sales team.

So, the following scenario creates red flags at Dell: a European citizen living in France using a German credit card and purchasing an English language operating system.

You have probably all encountered those satisfaction meters which ask you to rate your satisfaction by pressing on one of three buttons usually color-coded or labelled with smileys or both. I see them a lot at airports, after security or in toilets. Do you ever wonder (as I do) what happens with the collected data?

Praise to Lyon airport because they actually closed that feedback loop and let their customers know what their customers think. 133 464 votes and 74% satisfaction.