Yet, too many organisations still worship NPS and CSAT scores as their guiding Key ... the company’s definition of a “good” score may not match theirs. For example, is an 8/10 a great score? Is a 4/5 ...

OPINION: How consumer insights and NPS propel CEP players to market leadership - read more about this with Parcel and Postal ...

For example, if a customer had a negative experience, will they: Give the company another chance? Resort to social media to be heard? Leave forever, despite giving an acceptable NPS score?