In 2003 Fred Riechheld introduced the Net Promoter Score (NPS) as the “one number you need to grow” within the customer experience field. Since that time, many companies have adopted this measure. At MaritzCX we are often asked about our perspective on the use of the Net Promoter Score (NPS) versus other customer experience metrics, its advantages and disadvantages, and its proper uses. Here we will provide a brief perspective on NPS.
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