Each decision you make can have a ripple effect—either positive or negative—that can impact how successful your business is ...

NPS alone no longer cuts it. Evolving customer experience metrics like CES and XQI are helping brands stay ahead in 2025 and ...

Surveys and summarises guidance and reading on the topic of NPS, a measure of customer satisfaction and a useful metric for evaluating brand health. Based on work by Fred Reichheld (Bain & Co) Net ...

Typically, brands have relied on Net Promoter Score (NPS) as their go-to metric for understanding customer satisfaction. While NPS offers valuable insights, it doesn’t provide the full picture ...

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Since its introduction by Reichheld in 2003, organizations have swooped around the Net Promoter Score (NPS) (Lewis & Mehmet, 2020). NPS is based on a question reflecting customers' self-reported ...

And it raises an important question for CX pros: does Net Promoter Score actually improve the customer experience? If it doesn’t, what metric is right for you? When I posed this question to my ...