The odds are high that you have in a post-purchase survey. This is the simple question that the Net Promoter Score (NPS) is based on. Proposed by loyalty consultant Fred Reichheld in 2003, NPS is ...

NPS, CSAT and CES are three examples of CX metrics that have not been implemented in ways that help companies wholly understand how satisfied their customers are after engaging with their brand.

With the explosion of social media, innovators established another level of measurement, introducing the Net Promoter Score (NPS), attributed to former Bain & Company consultant Fred Reichheld ...

As your sample size grows, you can go beyond the more straightforward data cuts and build a regression model between the “other” question scores and NPS. But even if you have a small customer base and ...

At a more practical level, NPS and CSAT scores do not measure whether your responder is a top customer, a one-off client or, worse still, a person who just likes to rate thing badly. NPS and other ...

Yet, too many organisations still worship NPS and CSAT scores as their guiding Key Performance Indicators (and the basis of how they incentivise their employees), without questioning whether those ...