Here’s why: 1. NPS won’t tell you why customers are (un)happy. Most NPS surveys are generated at a single point in time. They are a great way to “take the temperature” but offer very ...

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 ...

NPS prevents businesses from getting to the root cause of customer churn and impedes their ability to devise practical solutions. Even if you’re reading open ended survey responses, you are more ...

Many global brands are using Net Promoter Score (NPS) surveys as measuring customer satisfaction and loyalty becomes an increasingly important business metric. Daniel Scheltinga discusses what ...

What is Activated NPS SurveyGizmo Activated NPS Solution provides a suite of pre-configured survey questions, integrations, and reports that allows customers to setup, manage, and monitor their ...

following a survey of its clients. Created by author Fred Reichheld about 20 years ago, the net promoter score is a common tool used in the practice of market research to gauge customer loyalty ...