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 ...

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 ...

If there is one question to rule all of marketing, it goes something like this: "On a scale of zero to 10, with 10 being the highest, how likely are you to recommend our company to a friend or ...

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 ...

There is much debate on the value of customer loyalty metrics. This post from my other blog, has attracted some debate, so thought I would open it here to this audience. The subject of customer ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. This article is more than 9 years old. Sometimes in business ...

A recent article by VisitPay reviews and analyzes Net Promoter Scores® findings for patients who use the company’s patient financial engagement platform versus those who do not use the platform.

Hospitals should include both clinical interactions and nonclinical interactions, such as billing experiences, when considering net promoter scores, said Gary Long, executive vice president and chief ...

Is the Employee Net Promoter Score (eNPS) a worthy investment for your organization? Would your employees promote your workplace as a good, great or solid place to work? One way to know is through an ...

One of the first things I did as the new CEO of Canopy was to measure the employee Net Promoter Score (NPS). I needed to quickly get a picture of how our employees were feeling and what improvements ...

Chasing a higher NPS can distract brands from core improvements that would improve loyalty and satisfaction. A single score ...