How to Use Comparative NPS Data to Drive Customer Experience Success
Net Promoter Score (NPS) has become the most widely accepted measure of customer loyalty and retention. It is also the only customer experience metric proven to be a leading indicator of a company’s growth potential and financial health.
For companies using NPS as part of their customer experience management (CEM) programme, one of the most common questions is “How does our NPS compare?” The annual Net Promoter Score Benchmarks, produced by Satmetrix, the co-developer of NPS, and covering both B2C and B2B companies, answer that question using the world’s largest database of Net Promoter data. The number alone might not answer your question.
Download this whitepaper to learn:
- How to sort benchmark content to uncover insightful data points
- Strategies to motivate employees to achieve NPS goals
- When it makes sense to ignore benchmarks