The Net Promoter Score (NPS), and the media spin surrounding it, has become the ubiquitous measure of how “happy” or “unhappy” our customers are. A 2003 Harvard Business Journal article on ...

Many businesses rely on traditional measurement systems like Net Promoter Score (NPS) and other satisfaction ratings that were created decades ago. While these tools detect overall sentiment ...

A company's NPS reveals whether or not customers are willing to recommend the business to a friend or relative, using loyalty ...

However, two KPIs are applicable across many meeting types and worthy of consideration when deciding which measurement tools to use for an event: Net Promoter Scores and Targeted Attendee ...

There are no shortcuts on the journey to creating a great customer experience — especially when it involves NPS measurement. A few years ago, two Fortune 500 customer experience programs chose ...

Many organizations rely on Net Promoter Score (NPS) as their primary measure of customer sentiment. It’s easy, and its widely adopted nature enables benchmarkable metrics. But NPS has ...

have some sort of ongoing customer satisfaction or Net Promoter Score (NPS) measurement in place. These traditional tools serve a critical purpose—they help measure whether customers are satisfied.