Does My Emotional State Influence My NPS Evaluation whether it is Monday or Saturday?

Written by Miguel Sanz for Buljan & Partners Consulting

If today is Monday, (the beginning of the week!) I have five working days ahead of me. So, do I have more energy? Am I more positive? More receptive? The days of the week have a beginning, an end, and a break, but do they affect our behavior?

Let’s start with emotional state. In 2008, the consulting company Gallup (led by Arthur A. Stone) found that the our mood on Monday does not change much over the next three days. In other words, from Monday to Thursday we have relatively negative feelings and from Friday to Sunday we are happier.

So now we know what our emotions are like, surprised? Now let’s think about companies and the evaluations they receive. If we focus on NPS (the type of recommendation that you would give a friend, relative, or colleague about a product or service) we would be right to hypothesize that it would be the same from Monday to Thursday and on Friday, Saturday, and Sunday, it would be substantially better.

Once the question came up and since we do not like unanswered questions, we analyzed NPS results from more than 10,000 customers from different industries over the same time period.

How did we do it? We applied four different statistical tests: the Anova test, the Bartlett’s test, the Levene’s test, and the Fligner-Killeen test.

The main conclusion drawn from our analysis was that NPS had no significant difference on Monday, Tuesday, Wednesday, Thursday, Friday, Saturday, or Sunday. NPS is a value derived from subtracting Detractors (those who scored 0-6) from Promoters (those who gave a score of 9-10) and regardless of the day, the results were significantly similar.

In a way, this finding invalidates two assumptions for me:

  • If we are used to pointing out certain days as negative, like “Friday 13th”, Gallup showed that from Monday to Thursday we are not particularly happy.
  • If a mathematician or statistician can project emotions onto the results of recommendations, we prove that our responses are not the same only from Monday to Thursday but every single day of the week.

To conclude, allow me one reflection and one invitation:

  • Reflection: What would have happened if the NPS had been lower on a Tuesday or a Thursday? Would it have been justified not asking the question on those days and embellishing the result? If that had been the case, some department in the company would seek personal gain rather than listening to our customers’ opinions.
  • Invitation: Try it yourself with your customers’ data. It will not take long and I am sure your curiosity is piqued. I hope that you leave a comment on this post if you do not find NPS neutrality throughout the week.

Miguel Sanz is Senior Consultant in Buljan & Partners Consulting. Miguel is Service Line Leader for Customer Experience Management and has experience in CRM and project management across different industries since 2009.

More on Miguel:
m.sanz@buljanandpartners.com
https://es.linkedin.com/in/miguelsanzgimenez

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