Is Net Promoter (NPS) Score Bogus? WSJ Article

“Is Net Promoter (NPS) Score Misleading?” My Views About WSJ Article

There’s an article in the Wall Street Journal that is creating some commotion. It raises the question of whether or not “Net Promoter Score,” otherwise known as “NPS,” is a good measurement of customer satisfaction. Many customer experience (CX) experts say yes. They depend on NPS as a sole metric to determine customers’ perceptions and feelings about their brand. However, others debate the validity and usefulness of Net Promoter Score, saying that “the science behind NPS is bad, and it’s been oversold.” Continue Reading →

NPS Survey Question. Should It be first or last, by Stacy Sherman

NPS Survey Question – Should It Be First Or Last?

I recently discussed the importance of getting Voice of the Customer (VOC) feedback and common methods, such as surveys, used to understand customer perceptions and expectations across touch points. To be effective and acquire actionable insights, survey questions must be designed following best practices. I also recommend a “test & learn” approach. Continue Reading →

Learn The Importance of Measuring Customer Experiece and NPS

How To Measure Customer Experience

There has been a ton of research about the value of delivering exceptional customer experiences (CX). Allocating budget and resources towards customer excellence is no longer a “nice to do.” To win in a competitive marketplace, it is a “have to do.”  Continue Reading →