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Is Net Promoter Score Still Useful?
Since it was first discussed in the Harvard Business Review in 2003, the Net Promoter Score (NPS) has been a crucial met ...
Bizcommunity17d
The hidden pitfalls of relying solely on NPS and CSAT scores
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?
Warc10mon
An empirical study of the relationship between perceived value and the net promoter score: Application to specialized retail chains
More than two-thirds of the Fortune 1000 companies use the Net Promoter Score (NPS), making it one of the most widely recognized and commonly used metrics among practitioners (Baehre et al., 2022, ...