CMS Wire

Net Promoter Score Isn’t a Growth Strategy — It’s a Comfort Metric

Uncle Giuseppe's in New Jersey hooks me back for its tremendous comfort food; NPS, on the other hand, is too much comfort for CX leaders. But instead of immediately infusing their responses into what ...
CMS Wire

Net Promoter Score as a Smoke Alarm: Useful Signal or Misleading Metric?

Practitioner perspectives refine the debate over NPS, revealing why behavioral data and operational discipline often matter more than the score itself. Author’s Note: In Part 1 of this two-part series ...
Entrepreneur

This Popular Way of Measuring Product Success Isn’t Telling You the Whole Story — Here’s What to Track Instead

While Net Promoter Score (NPS) has become the default way of measuring product success, it is deeply flawed. Instead of relying solely on NPS, product teams should prioritize usage, retention and ...
Forbes

Beyond NPS: How CX Leaders At Verizon, Autodesk And Prudential Transform Metrics Into Action

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Is NPS (Net Promoter Score) still relevant? How can you ...
Harvard Business Review

Where Net Promoter Score Goes Wrong

Since its introduction in Harvard Business Review, 16 years ago, the Net Promoter Score, or NPS, has become a foundational business metric. Based on a single question—On a scale of 0 to 10, how likely ...

SunPower Achieves High NPS Score from Starbucks

SunPower Inc. (“SunPower,” the “Company,” or Nasdaq: “SPWR”), a solar technology, services, and installation company, today announced the successful completion of 26 Commercial Solar Projects for ...
Becker's Hospital Review

RCM tip of the day: Take a comprehensive approach with net promoter scores

Hospitals should include both clinical interactions and nonclinical interactions, such as billing experiences, when considering net promoter scores, said Gary Long, executive vice president and chief ...