Net promoter score in SaaS measures customer loyalty based on their likelihood to recommend a product or service, scored on a 0 to 10 scale. Net Promoter Score is a widely adopted customer ...

Customers expect more from companies than ever before, and that means tried and tested customer experience management tools like the Net Promoter Score need to be amended if not thrown away entirely.

I work a lot in the market research and insight industry; a lot of Rippleout thinking is inspired by insight, and how research can lead to more effective marketing in terms of return on investment.

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. On a scale of zero to 10, with 10 being highest, what’s the ...

Loyal customers are assets to any business. The best way to transform someone into a loyal customer is by offering outstanding customer satisfaction. Therefore, it is essential to gauge how happy and ...

Interested in using online surveys to drive business growth? Meet the Net Promoter Score (NPS). Introduced in 2003, this simple survey question gauges overall customer satisfaction and loyalty based ...

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 ...

If there is one question to rule all of marketing, it goes something like this: "On a scale of zero to 10, with 10 being the highest, how likely are you to recommend our company to a friend or ...

Concept of high customer satisfaction, Finger pressing number ten on a Net Promoter Score (NPS) panel. Composite image between a hand photography and a 3D background. Companies bragging about their ...

Since its introduction in Harvard Business Review, 16 years ago, the Net Promoter Score, or NPS, has become a foundational business metric. Based on a single question—On a scale of 0 to 10, how likely ...

Since its introduction in Harvard Business Review, 16 years ago, the Net Promoter Score, or NPS, has become a foundational business metric. Based on a single question—On a scale of 0 to 10, how likely ...