Most of my code is of course top secret stuff for my employer, though I maintain a few small open source projects.

A light-weight, high-level R interface for the API

Statistical functions and tests for working with the Net Promoter Score

A package of my miscellaneous R functions


15 Years of Net Promoter: What Have We Learned?

– June 2015 Net Promoter Conference, Hotel Del Coronado, San Diego, CA

– Setpember 2015 EMEA Net Promoter Conference, Chelsea FC, London, UK

– Various ‘webinars’ for Satmetrix & partners

Satmetrix have been tracking Net Promoter Scores for some of the world’s largest business for over 15 years. To celebrate a nice round number, I pulled together a conference talk, covering:

  • The history of the Net Promoter Score
  • The impact of external events on NPS, from software eating the world, to the Global Financial Crisis
  • How consumer demographics affect the NPS, and how cultural response norms can cause international variation independent of performance

Blogging with rmakrdown, knitr, and Jekyll

– October 2015, Bay Area R User Group, H₂0 HQ, Mountain View, CA

A short talk to try and persuade a room full of tired/slightly-drunk data scientists and statisticians to blog about their work (without leaving a scientific computing environment!). You may get more out of the accompanying blog post.


I cooked up a few significance tests for the Net Promoter Score in my spare time, and The American Statistician were kind enough to publish them.

(If you don’t have access to academic journals, the pre-print is very similar to the published version, save for copious grammatical errors.)

Journal | arXiv:1601.07235 [stat.ME]


Business stuff for Satmetrix, fluffier stuff for the Net Promoter Network, and technical stuff on my blog.


I’ve worked with the likes of USA Today, The Huffington Post, and The Motley Fool (though most interest comes from trade-pubs).

Key Learnings for 15 Years of Net Promoter Stats

    — (September 16, 2015)

EE finishes bottom in UK network recommendation survey

    — Mobile News (April 22, 2015)

Don’t Start a Loyalty Scheme, Be a Loyalty Brand

    — Marketing Week (May 5, 2015)

Customer Loyalty Survey Makes a Few Surprising Connections

    — Huffington Post Business (May 5, 2015)

It’s all in the NPS score

    — Loyalty Magazine (May 7, 2015)

Tesco Mobile ranked best mobile provider, EE left trailing

    — Mobile Industry Review (May 4, 2015)

Plusnet Wins Top Broadband in New Study

    — Broadbandchoices (April 23, 2015)

Plusnet, Virgin Media and Sky ‘most promoted by consumers’     — (April 23, 2015)

UK ISPs PlusNet, Sky and Virgin Media Win Top Net Promoter Scores

    — ISPreview (April 22, 2015)

EE, Vodafone voted worst for customer experience in the UK

    — European Communications (April 22, 2015)

Tesco Mobile Heads Satmetrix Customer Recommendation Ranking     — telecompaper (April 22, 2015)

Costco, USAA, JetBlue, and Apple Rule the Customer Loyalty Roost

    — destinationCRM Blog (April 10, 2015)

Costco, JetBlue, and Netflix Achieve Top Net Promoter Scores for Customer Loyalty

    — Loyalty360 (April 3, 2015)

Healthcare’s Loyalty Landscape

    — Peppers & Rodgers Group (April 1, 2015)

Costco, USAA, Netflix, and JetBlue Lead in Net Promoter Scores

    — Direct Marketing News (March 31, 2015)

BlackBerry Scores ‘Most Improved’ From US Consumers

    — N4BB (March 31, 2015)

BlackBerry — Who Knew? — Wins ‘Most Improved’ From U.S. Consumers

    — (March 31, 2015)


Is Bank of America One of the Best Companies in America?

    — The Motley Fool (September 16, 2014)

Surprisingly, Consumers Are Most Loyal to This Credit Card

    — The Motley Fool (August 9, 2014)

The Surprising Way Bank of America Corp Crushed Wells Fargo

    — The Motley Fool (July 22, 2014)

This Bank Has The Most Loyal Custoemrs

    — USA Today (July 7, 2014)

Why American Express and Citigroup Inc. Should Be Worried About This 1 Company

    — The Motley Fool (June 9, 2014)

Wegmans, Walgreen Top Satisfaction Study - Industry News

    — Retail Leader (April 7, 2014)

Key Findings - 2014 Satmetrix Net Promoter Benchmarks

    — Loyalty360 (Apr 7, 2014)

Latest NPS Benchmark Scores Reveal Customer Experience Shifts

    — 1to1 Media (March 18, 2014)

Consumer loyalty 2014 Big jumps for health, auto insurance

    — Insurance Business America (Mar 13, 2014)

United Airlines cracks down on oversized carry-on bags

    — LA Times (March 9, 2014)

Wegmans, Costco Among Highest in Customer Loyalty Study

    — The Progressive Grocer (March 4, 2014)

Press Releases

Brands Customers Actually Like: Customer Loyalty Revealed by UK Satmetrix® Net Promoter® Benchmarks Report

    — Marketwired (April 22, 2015)

Costco, USAA,, and Apple Rank Among Highest for Customer Loyalty in Latest Satmetrix® Net Promoter Benchmarks

    — Satmetrix (March 31, 2015)

Kaiser Permanente Again Ranks No. 1 in Customer Loyalty in the 2015 Satmetrix Net Promoter® Benchmark study

    — Kaiser Permanente (April 6, 2015)