What is your net promoter score? Net promoter score (NPS) is a specific metric that assesses how likely it is for your customers to recommend your company or individual products to others. To ...

NPS isn’t going anywhere (we think). Here’s how to interpret it, strengthen it and fit it into a modern CX measurement strategy. In a world where every customer's opinion can be amplified through ...

NPS, as a numerical metric, is essentially meaningless on its own. That said, as a basis for measuring your improvement, there isn’t a single company that doesn’t want to see their score improve over ...

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 ...

As a descriptor, net promoter score (NPS) was coined by author, speaker and business strategist Frederick Reichheld in the Harvard Business Review back in 2003. His claim was simple: NPS “… is the one ...