Customer Experience

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Jun 17, 2024

The Ultimate Guide to NPS: Everything You Need to Know

by Ruma Malia

As a growth-focused business leader, you are already invested in tracking plenty of CX metrics. But should Net Promoter Score (NPS®) be on your list? And if so, how high up? Since it was first introduced in 2003, many consider the metric to be the gold standard for measuring customer satisfaction and loyalty. Even as Zoomers redefine the speed at which the average customer now switches loyalty, managing your NPS can help minimize churn. But for that, you need to take a cue from your top competitors – treat NPS surveys as more than just a check box exercise. How? In this guide, we demystify how to make NPS actually work for your business. Move beyond the traditional approach that does little to transform loyalty sentiment. Instead, build an intuitive, always-on ecosystem that lets you measure and manage NPS effectively, elevating CX and loyalty. What is Net Promoter Score? (and what it isn’t!) How often do you get an email or an SMS asking – “How likely you are to recommend a business to friends and family based on your latest purchase?” We’d say almost every day. The response you input forms the basis for the business’s Net Promoter Score (NPS). Sounds fairly simple, right? At its core, NPS is a simple metric designed to gauge customer satisfaction and loyalty. Depending on the rating they choose on a scale of 1 to 10, customers emerge as Promoters, Passives, or Detractors. Promoters: 9 or 10 Passives: 7 or 8 Detractors: 0 […]

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