When you create a story, what’s the first thing you should consider? Your audience. This is also true for your Net Promoter Score survey. Writing a survey question is simply a different form of ...

It’s a simple question and one that is providing countless companies with valuable customer information, but not without some debate. Net promoter score, or NPS, was first introduced in 2003 as a way ...

4.2 times more likely to buy again 5.6 times more likely to forgive a company after a mistake, and 7.2 times more likely to try a new offering compared with detractors (unhappy customers). Adobe also ...

Customer retention is the most efficient growth lever for any business, yet companies often struggle to balance the near-term highs of new customer growth with the importance of retaining (and ...

The Net Promoter Score (NPS) is used by many of today's top businesses to monitor and manage customer relationships. Fred Reichheld and his co-developers of the NPS say that a single survey question, ...

Explore the shortcomings of Net Promoter Score (NPS) in measuring customer satisfaction and loyalty, highlighting the ...