While it has its critics, Net Promoter Score (NPS) continues to be a popular customer experience metric among business leaders today. Executives have gravitated towards NPS because it’s believed to be relatively easy to execute and communicate to employees. Unfortunately, because of its perceived simplicity, many organizations jump into NPS without fully understanding the many ingredients for success, as well as the potential pitfalls. The result is potentially unreliable or misleading customer sentiment data that can ultimately encourage actions that are not in the best interest of the business.
With proper planning and an intense focus on best practices, you can establish or evolve your Net Promoter Score program to ensure it delivers deep customer insights that – when properly leveraged – will accelerate revenue growth for your organization.
Watch Evan Klein, Founder and President at Satrix Solutions, share highlights on how to accurately obtain robust, reliable, and representative data & findings from your NPS program, and how they can be used to guide your company’s priorities in 2020.
What We Will Cover:
- NPS – why or why not?
- Best practices to follow and common pitfalls to avoid
- How to interpret findings and drive continuous improvement for your business
- What does success look like and how can it be quantified?
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