Most companies capture customer feedback through surveys. However, the customer feedback metrics (CFMs) they use differ: some focus on customer satisfaction, some use Net Promoter Score (NPS), and ...

Net promoter score (NPS) has emerged over the past two decades as a preeminent tool for tracking marketing performance of organizations, business units, and employees. Introduced by noted business ...

Loyal customers are assets to any business. The best way to transform someone into a loyal customer is by offering outstanding customer satisfaction. Therefore, it is essential to gauge how happy and ...

Net Promoter Score has been and continues to be, one of the most trusted metrics used by brands to measure the health of customer relationships for 15 years. Many experts touted it as the one number ...

The Net Promoter Score (NPS)—the biggest example of management snake oil ever created—has finally run its course. An article titled Net Promoter Score 3.0 in the Harvard Business Review asserts: “Self ...

Editor's Note: This article has been updated on March 4, 2024 to include new data and information. The original content was authored by Dom Nicastro. In a world where every customer's opinion can be ...

“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) ...

Anything that focuses on customers is heading in the right direction. Jeff Sauro calls the Net Promoter Score (NPS) “a reasonable proxy for historical or current revenue in some industries and ...

If there is one question to rule all of marketing, it goes something like this: "On a scale of zero to 10, with 10 being the highest, how likely are you to recommend our company to a friend or ...

Since its introduction in Harvard Business Review, 16 years ago, the Net Promoter Score, or NPS, has become a foundational business metric. Based on a single question—On a scale of 0 to 10, how likely ...

Law firm perceptions of how clients view them is usually a complete reversal of how clients actually see law firms. The latest Clio Legal Trends Report underscores the point that lawyers and consumers ...