Does the Net Promoter Score Help or Hurt Your CX Program?

Does your organization use the Net Promoter Score method of monitoring customer loyalty?

If it does, you may have a love-hate relationship with it. Many market researchers do. It’s almost as divisive a topic as the Affordable Care Act! Numerous studies have been done to investigate if NPS scores are predictors of loyal behavior (such as repeat purchase) and even company financial performance: results are mixed. Other studies have sought to investigate how a company can use NPS to make specific, strategic investments: again here, debate exists.

Read more at Research Rockstar.


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