When understanding the performance of a business, the level of customer satisfaction holds immense significance. This is because the continued existence of any business hinges greatly upon the contentment of its customer base. Understanding the extent of customer happiness has therefore, unsurprisingly, become a key pursuit for organizations.
To achieve this many have embraced the Net Promoter Score, commonly referred to as NPS, as a key metric for assessing customer sentiment. A favorable NPS is typically defined as any score greater than 0, indicating that the organization has more promoters than passives or detractors. This provides a benchmark into its current level of customer satisfaction.
Download this whitepaper to discover:
- Why NPS is important how to unlock the secrets hidden behind it.
- How NLP technology can be used to analyze CX data.
- The limitations of NPS.