Tag: NPS

Evaluating the post-experience: how to fill gaps in NPS measurement

Whilst trying to check in for a flight recently, I kept receiving an error message that my passport credentials could not be accepted. I re-entered the information many times, had others review the information I submitted and even called customer...

Employee NPS: recognizing the power of promoters within your company

Employee NPS often gets unnoticed by leaders focused exclusively on driving CX related impacts. However, neglecting employee perspectives on their overall experience might cost businesses in the long run. One of the reasons companies should implement employee NPS as their standard...

Would not recommend – the scariest words a CX professional can hear

Net Promoter Score has been one of the central topics in conversations between CX professionals for years now. If you regularly read CXM, you know we published many articles on this subject, both from positive and negative points of view. Whether...

Does Net Promoter Score Adequately Empower Organisations To Be Customer-centric?

Net Promoter Score is one of the most trusted and popular metrics used by brands to measure the health of their customer relationships. Businesses who experience high levels of brand advocacy have been shown to outgrow their competition by 2.5 times.  A single...

NPS as a system, not just a score

Most Customer Experience practitioners use the Net Promoter Score (NPS) as a measurement of customer loyalty and a predictor of business growth.  NPS is a simple, practical, and actionable (e.g. event-triggered NPS) key performance indicator, and an informative measurement because it...