Point of View

NPS: Using It Correctly

Is Net Promoter Score (NPS) the best metric? Well, that depends on how you use it. NPS is largely about company growth, not just customer loyalty, and there are some crucial guidelines to follow when utilising it in your customer experience (CX) programme.

Download the paper below to learn what Dave Ensing, our Vice President in Research Consulting, thinks about all this!

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