To NPS or Not NPS
Originally published in Contact Center Pipeline, February 2015 If by chance you are unfamiliar with the phrase Net Promoter Score (NPS), it is a way of scoring customer loyalty based on the customer’s 0-10 rating on the question “how likely is it that you would recommend our company/product/service to a friend or colleague”? The concept was presented in a Harvard Business Review article in 2003 and continues to spark debate across the business world. In many organizations it