Net Promoter® Score Q&A | Customer Satisfaction vs. Customer Loyalty Metrics
The Net Promoter® Score (NPS®) has historically been a consumer satisfaction benchmark that some organizations have adapted into a metric for measuring customer loyalty. Many in the Net Promoter® Score community have discovered that the data they are receiving through using the NPS® methodology gives inadequate insight on their customer relationships. While the NPS® is a good indicator of a customer’s perception towards your business, it does not always provide the actionable insight needed to plan the direction of your organization’s customer experience strategy.
Dennis Chapman Sr., President and Founder of The Chapman Group (TCG) discusses the shortcomings of the NPS® methodology and how TCG’s LoyaltyProfessional™ business unit fills in the gaps of information that help an organization align customer experience strategies and tactics with the voice of the customer that they are receiving through customer surveys.
Learn where the NPS® falls short as a metric for surveying key accounts in uncovering actions that will influence and drive customer experience strategies, and how utilizing additional customer loyalty metrics can take your voice of the customer (VoC) program to whole new level of effectiveness and success.