Why your NPS may not be able to gauge customer satisfaction

Recommendation Metrics: Which One Should You Recommend?

Cover

Evidence supporting the prevailing assumption that customer loyalty is integral to business success is decidedly mixed. As a result, businesses are asking themselves if their net promoter score (NPS) metric is overhyped—and unreliable.

In this e-book, gain insight to the NPS divide, and learn why some industries are saying that gauging CX and future intent isn’t as simple as their NPS metric system may have assumed.

Read on to learn:

  • Why your NPS may not be able to gauge customer satisfaction
  • The problem with one-size-fits-all CX management models
  • Why top-down is just as important as bottom-up performance tracking
  • The research behind the NPS divide
  • And more
Vendor:
Concentrix
Posted:
11 Jan 2019
Published:
11 Jan 2019
Format:
PDF
Length:
6 Page(s)
Type:
eBook
Language:
English
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