I get an overwhelming sense of grief and anger when I see the Net Promoter Score (NPS) being used as a beacon of light for companies. I have heard so many people praising the NPS, and using it as a legitimate way to measure customer satisfaction and success of a company.
In fact, sometimes, it is used as the only way to measure these metrics. But, I really believe, the NPS should not be the basis of making critical decisions.
http://uxdesign.cc/the-nps-sucks-11d33b748774/
Measuring CX is vital, but given the host of measurements out there, it's a complex task. Gartner distinguished analyst shares his thoughts on everything from NPS to customer effort scoring
https://www.cmo.com.au/article/642640/gartner-what-it-takes-measure-customer-experience/
Customer Experience Management (CEM) is big business. In an environment where retaining customers is just as important as winning new ones, the battle lines between competing businesses have shifted significantly in recent years.
https://mopinion.com/taking-customer-experience-management-to-the-next-level/
When it comes to customer loyalty it’s very easy for businesses to focus on those people that have had problems or issues and want to complain.
https://mopinion.com/embracing-the-benefits-of-your-enthusiastic-customers/
