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Customer Experience and Market Research Blog

Closing the Loop: The Most Important (and Most Ignored) Part of NPS

Closing the Loop: The Most Important (and Most Ignored) Part of NPS

Closing the loop is where NPS programs go from foundational to elite. Learn how to follow up with customers, fix root causes, and turn feed...

Closing the Loop: The Most Important (and Most Ignored) Part of NPS
Sean McDade, PhD

July 11, 2025

How to Share NPS Results So People Actually Care

How to Share NPS Results So People Actually Care

Sharing NPS results shouldn’t stop at a score. Learn how to turn customer feedback into stories your teams understand, trust, and act on so...

How to Share NPS Results So People Actually Care
Sean McDade, PhD

July 10, 2025

Unlock the ‘Why’: How to Use Open-Ended Feedback and Driver Analysis to Make NPS Actionable

Unlock the ‘Why’: How to Use Open-Ended Feedback and Driver Analysis to Make NPS Actionable

The NPS score is just the start. Learn how to capture the “why” behind customer feedback, analyze open-ended responses, and uncover the ins...

Unlock the ‘Why’: How to Use Open-Ended Feedback and Driver Analysis to Make NPS Actionable
Sean McDade, PhD

July 08, 2025

Pharma Customer Experience Blog

Patient Support Is Now a Matter of Survival: Reflections from Asembia 2025

Patient Support Is Now a Matter of Survival: Reflections from Asembia 2025

The patient support industry is changing. Check out two important insights we took from Asembia's AXS25, as well as what's next for the ind...

Patient Support is Now A Matter of Survival
Sean McDade, PhD

May 01, 2025

From Foundational to Elite: The Complete Series

From Foundational to Elite: The Complete Series

Learn about taking your rare disease patient support system from foundational to elite!

From Foundational to Elite: The Complete Series
Sean McDade, PhD

April 29, 2025

From Foundational to Elite: Closing the Loop: Building A Rare Disease Patient Support Feedback System

From Foundational to Elite: Closing the Loop: Building A Rare Disease Patient Support Feedback System

Discover how patient support teams can build an integrated feedback loop for rare disease programs — from foundational surveys to AI-powere...

Closing the Loop: Building A Rare Disease Patient Support Feedback System
Sean McDade, PhD

April 28, 2025

Employee Experience Blog

5 Tips to Motivate Employees to Complete Employee Engagement Surveys

5 Tips to Motivate Employees to Complete Employee Engagement Surveys

Getting employees to take surveys can be tricky. Here are some tips to improve survey response rates so you can work on improving employee ...

Glasses resting on a book
Sean McDade, PhD

April 26, 2022

Employee Experience and Location: How Linked Are They?

Employee Experience and Location: How Linked Are They?

How much does location affect employee satisfaction in the age of remote work and COVID-19? The answer might surprise you...

Laptop computer sitting on a bed looking out the window at a city scape
Sean McDade, PhD

October 06, 2020

Employee Satisfaction Surveys
Using the Voice of the Employee to Improve the Employee Experience

Using the Voice of the Employee to Improve the Employee Experience

Using the voice of the employee to understand why and where to focus will help leaders take real, meaningful actions to improve employee ex...

Woman whispering a secret behind her hand
Sean McDade, PhD

September 29, 2020

Employee Satisfaction Surveys