The most widely used system to measure and benchmark customer satisfaction is the Net Promoter Score (NPS). Launched in 2003 — before we’d Facebook, Instagram, LinkedIn and Snapchat — NPS is a management tool that can be used to gauge the loyalty of a firm's customer...
IS IT TIME TO DITCH THE NPS?
Why Traditional Customer Service Metrics are No Longer Relevant in a Post Digital Retail Sector
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