Net Promoter Score (NPS) is a component of many customer experience (CX) programs. But as a research professional, you know debate exists about its usefulness. Does it accurately predict desirable customer behaviors? Would your company find it to be an effective KPI?
3 Great CX/NPS Resources to amp up your factual knowledge about NPS
Please enjoy these recommended readings. You will see that NPS opinions and applications vary a lot.
- A cautionary tale on NPS when doing cross-cultural research: I suggest you at least read the abstract from this Asia Marketing Journal article.
- Examples of NPS and broader customer feedback surveys in the Airline industry: Article from the WSJ.
- Free benchmarking data: From Temkin Group (scroll down for awesome data).
Back by Popular Demand: Jeffrey Henning’s NPS Course!
How can you satisfy executives who may like NPS while you build a customer-experience program that transcends its weaknesses? Jeffrey Henning is bringing back his course CX: NPS and Beyond April 10th and 17th from 11:00-12:30 PM ET. Learn more about this course, and see the full agenda. For team discounts, please email [email protected].
This post first appeared on Research Rockstar Market Research Training Amped U, please read the originial post: here
