Net Promoter Score Update

Using or planning to use the Net Promoter Score (NPS)? It seemed like such a great idea when Fred Reichheld launched it 10 years ago – very simple to understand and a relatively easy way to measure customer loyalty.  1to1 Media, however, presents an interesting article on how NPS is possibly “an incomplete measurement that fails to incite action, for its close-ended nature offers only black and white consumer responses, even if the actual answer may be somewhat gray.”

Read the article – it presents the challenge as well as ideas on how a company can use the results to improve.

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