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Spotlight

Unlocking the Power of NPS

Brands Need a Back-to-Basics Approach to Cultivate Better CX

Report by Patty Soltis  |  Jul 8, 2022
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Table of Contents
Executive Summary
Most Brands Miss the Mark with NPS
Companies Misuse NPS—If They Use It at All
How Can Companies Unlock the Power of NPS?
Insider Intelligence Interviews
Read Next
Sources
Media Gallery
About This Report
A company’s Net Promoter Score (NPS) has the potential to impact businesses positively in sales, cost efficiencies, and profits. But why are so many brands misusing it?
Topics
Customer Experience
US
Table of Contents
Executive Summary
Most Brands Miss the Mark with NPS
Companies Misuse NPS—If They Use It at All
How Can Companies Unlock the Power of NPS?
Insider Intelligence Interviews
Read Next
Sources
Media Gallery

Executive Summary

Net Promoter Score (NPS) is the go-to metric to gauge customer satisfaction, but it’s not giving customers what they want from brands: a better experience.

Key Question: How should companies leverage NPS to improve the customer experience (CX) for sustainable business growth?

Attitudes and Behaviors of Consumers Worldwide After Their Customer Service Experience, Feb 2022 (% of respondents)
E-Mail ChartDownload

KEY STAT: Customers overwhelmingly want to repurchase and recommend based on positive CX, but 76% of customers will tell friends and family about a bad experience.

authors

Patty Soltis

Contributors

Dave Frankland
Principal Analyst, Marketing
Tracy Tang
Senior Researcher
Kelsey Voss
Principal Analyst
Debra Aho Williamson
Principal Analyst
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