NPS and customer metrics

What makes NPS - and other popular customer measurements - so controversial among CX professionals? In this series we debate the perceived benefits and limitations of NPS, CES, CSAT and more; including some do's and don'ts and best practices to ensure your business is more effective with customer metrics.  

The dangers of giving NPS goals to everyone

Loyalty
NPS

What separates the UK’s NPS leaders & laggards?

Voice of the Customer
Winner

7 proven ways to improve NPS

Voice of the Customer
NPS improvement

What you should (and shouldn't) use NPS for

Voice of the Customer
Net Promoter Score

CSAT, NPS or CES - it's not about the numbers

Voice of the Customer
Customer metrics

Are the main objections to NPS legitimate?

Voice of the Customer
NPS see no evil

Why NPS, CES & CSAT can't measure customer success

Loyalty
Wrong customer metrics

Is a metrics mindset undermining your CX?

Voice of the Customer
Measurement

7 different ways to measure customer satisfaction

Engagement
Satisfaction

How to design a metrics system to prove CX ROI

Voice of the Customer
CX metrics system

1 CX metric matters - but you're not reporting it

Customer experience management
Blog

Should staff bonuses be tied to NPS?

Loyalty
NPS bonus