Gartner predicted four years a big decrease in Net Promoter Score use as a CX metric in 2025. But it's hanging around.

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 ...

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 ...

Well, it's about time! About time that someone has realized that American businesses' favorite metric, the Net Promoter Score (NPS), is nothing more than management snake oil, that is. A few key ...

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 ...

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 connection between engaged associates and improved business results is, by now, undeniable. Gallup reports that organizations with more engaged employees are not only 10 percent more profitable ...

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 ...

Last month I attended a SEMPO New York networking event that featured an “In-House versus Agency” debate, in which the debaters argued the benefits of each model. After the debate, I was speaking with ...

Piramal Pharma Solutions recently achieved a net promoter score (NPS) of 55, far surpassing industry averages. This ...