The Net Promoter Score Playbook

Since taking the CX world by storm 20 years ago, the Net Promoter Score is still a controversial metric. It sparked passionate debate with CX professionals throughout the industry. Although still a much-debated metric, NPS is widely used by CX professionals to measure customer loyalty despite its divisive nature.

So why was NPS so ground-breaking when it arrived on the CX scene? Because it wasn’t just about customer satisfaction. It was about loyalty and recommendation. NPS was designed to help people assess customers’ true loyalty to a brand, by asking them whether they would recommend it to their friends and colleagues. And it quickly became the metric of reference for CX professionals.

Read this eBook to find out what NPS really is, how to get it right, and why you should consider putting this metric in place in your organization.