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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.  

Loyalty
15th Jun 2020

The dangers of giving NPS goals to everyone

by
Annika Björck
NPS
Voice of the Customer
28th Oct 2019

What separates the UK’s NPS leaders & laggards?

by
Chris Ward
Any Answers comment Icon 1
Winner
Voice of the Customer
21st Oct 2019

7 proven ways to improve NPS

by
Steve Offsey
NPS improvement
Voice of the Customer
14th Oct 2019

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

by
Neil Davey
Net Promoter Score
Voice of the Customer
7th Oct 2019

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

by
Jeremy Watkin
Any Answers comment Icon 1
Customer metrics
Voice of the Customer
30th Sep 2019

Are the main objections to NPS legitimate?

by
Maurice Fitzgerald
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NPS see no evil
Loyalty
23rd Sep 2019

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

by
Sampson Lee
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Wrong customer metrics
Voice of the Customer
8th Aug 2019

Is a metrics mindset undermining your CX?

by
Tim Barker
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Measurement
Engagement
11th Nov 2019

7 different ways to measure customer satisfaction

by
Jeanne Bliss
Satisfaction
Voice of the Customer
23rd Jul 2020

How to design a CX metrics system to prove ROI

by
Michael Hinshaw
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CX metrics system
Customer experience management
13th Nov 2019

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

by
Forrester
Blog image, notepad with pen
Loyalty
18th Nov 2019

Should staff bonuses be tied to NPS?

by
Stacy Sherman
NPS bonus

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