19 Oct How we’re measuring our world-class customer service with Net Promoter Score

You may have come across the term ‘NPS score’ or ‘Net Promoter Score’ before, but what is it and how does it help organizations measure their customer experience? Net Promoter Score (NPS) is a proven metric that provides core insights into the experience of customers. The score acts as a quantifiable measurement whereby organizations can determine how likely a customer is to recommend their brand or service to a friend or colleague. Respondents are asked to score the likelihood of this referral between 0 – 10 and are grouped as follows: Promoters (Score 9 – 10) These are loyal advocators of a...