NPS is an outdated metric that gets customer satisfaction all wrong
07 December 2020 - 10:20
Most companies will be familiar with the net promoter score (NPS). For many, it is the go-to metric for measuring customer satisfaction, and considered a box ticked.
Introduced by Bain & Co in 2003, the NPS comprises just a single question, while claiming to offer deep insights into how customers feel about a brand; its apparent strength lies in its simplicity. ..
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