Concept of high customer satisfaction, Finger pressing number ten on a Net Promoter Score (NPS) panel. Composite image between a hand photography and a 3D background. Companies bragging about their ...

NPS isn’t going anywhere (we think). Here’s how to interpret it, strengthen it and fit it into a modern CX measurement strategy. In a world where every customer's opinion can be amplified through ...

NPS, as a numerical metric, is essentially meaningless on its own. That said, as a basis for measuring your improvement, there isn’t a single company that doesn’t want to see their score improve over ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. On a scale of zero to 10, with 10 being highest, what’s the ...