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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

Annika B
Annika Björck
Loyalty
15th Jun 2020
NPS

What separates the UK’s NPS leaders & laggards?

Chris Ward
Chris Ward
Voice of the Customer
28th Oct 2019
Winner

7 proven ways to improve NPS

Steve Offsey
Steve Offsey
Voice of the Customer
21st Oct 2019
NPS improvement

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

ND
Neil Davey
Voice of the Customer
14th Oct 2019
Net Promoter Score

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

Jeremy Watkin
Jeremy Watkin
Voice of the Customer
7th Oct 2019
Customer metrics

Are the main objections to NPS legitimate?

Maurice FitzGerald
Maurice Fitzgerald
Voice of the Customer
30th Sep 2019
NPS see no evil

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

Sampson Lee, founder of Global CEM and creator of PIG Strategy
Sampson Lee
Loyalty
23rd Sep 2019
Wrong customer metrics

Is a metrics mindset undermining your CX?

Tim Barker
Tim Barker
Voice of the Customer
8th Aug 2019
Measurement

7 different ways to measure customer satisfaction

Jeanne Bliss
Jeanne Bliss
Engagement
11th Nov 2019
Satisfaction

How to design a CX metrics system to prove ROI

Michael Hinshaw
Voice of the Customer
23rd Jul 2020
CX metrics system

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

Customer experience management
13th Nov 2019
Blog

Should staff bonuses be tied to NPS?

Stacy Sherman, Owner of DoingCXRight
Stacy Sherman
Loyalty
18th Nov 2019
NPS bonus

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