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.
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Were customers happy with online service this holiday season?
Online spending goes up every year, but are customers satisfied with their online service experiences? A new study reveals what they think.
Will customers suffer through bad service just to use a product they love?
Will customers suffer through bad service just to use a product they love?
