Interested in using online surveys to drive business growth? Meet the Net Promoter Score (NPS). Introduced in 2003, this simple survey question gauges overall customer satisfaction and loyalty based ...

The Net Promoter Score (NPS)—the biggest example of management snake oil ever created—has finally run its course. An article titled Net Promoter Score 3.0 in the Harvard Business Review asserts: “Self ...

Net promoter score in SaaS measures customer loyalty based on their likelihood to recommend a product or service, scored on a 0 to 10 scale. Net Promoter Score is a widely adopted customer ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. On a scale of zero to 10, with 10 being highest, what’s the ...

Don’t solely rely on NPS. Although Net Promoter Score is an insightful metric, it should be used in tandem with other feedback benchmarks. Utilize ML and AI. Take advantage of cutting-edge technology ...

The Promoter team got together fairly recently for a team outing — we went and saw the movie “Snowden“. If you haven’t seen it, I’d highly recommend you do. Following the movie, we all had our ...

I believe today’s customer journey has become too complex and nuanced than this measurement can handle on its own. The Fast Company Executive Board is a private, fee-based network of influential ...