Opinions on the accuracy of Net Promoter Score (NPS) as a customer loyalty measure vary widely. But like it or not, a lot of organizations use NPS as a standard… Continue reading How to Improve NPS for Accuracy & Actionability
Opinions on the accuracy of Net Promoter Score (NPS) as a customer loyalty measure vary widely. But like it or not, a lot of organizations use NPS as a standard… Continue reading How to Improve NPS for Accuracy & Actionability
[Article synopsis]…Another hot topic in customer research is NPS (Net Promoter Score), based on self-reported likelihood to recommend as a measure of loyalty. However, as the author points out, respondents may give high recommendation scores at the same time they give low satisfaction scores, as satisfaction and recommendations are often driven by different factors. And haven’t we all seen cases where…
The original article recommends NPS (Net Promoter Score) as the optimal standard for customer satisfaction with telecommunications providers. Ummm, no. So since I didn’t get to share on the TMCnet site, let me share some information here for those of you interested in measuring customer satisfaction in the telecommunications space. “There are many scenarios in which customers may be satisfied with certain service levels or offerings yet refrain from recommending or referring the larger offering to their friends.” Yes, this is very true…
