One of the first things I did as the new CEO of Canopy was to measure the employee Net Promoter Score (NPS). I needed to quickly get a picture of how our employees were feeling and what improvements ...

NPS isn’t going anywhere (we think). Here’s how to interpret it, strengthen it and fit it into a modern CX measurement strategy. In a world where every customer's opinion can be amplified through ...

“Net Promoter” sure has its share of detractors these days. But those critiquing the measure are overlooking one of its greatest (if not widely discussed) benefits. Net Promoter Score (NPS for short) ...