Customer Experience News & Trends

New research says NPS is failing you miserably

If you’ve been using Net Promoter Score (NPS) to measure customer satisfaction – and guide business decisions – you’ve wasted time and money in all the wrong places, at least according to one group of researchers.

Boost your Net Promoter Score: 5 steps

The idea of finding out the number of people who like you is higher than the number of people who don’t sounds a bit like running for high school homecoming queen. Yet in today’s customer-experience driven business world, it’s a powerful way to do business.