The Pros and Cons of NPS as a CX Metric
On a scale of 0-10, how likely are you to recommend this product/company to others? When this question was initially introduced to CX, it seemed as if all problems were over. However, with time, we realized that NPS alone is not sufficient to know everything about customer experience despite being a powerful CX metric. But […]
What is a Good NPS Score?
It is costlier to attract a new customer than to retain an existing one. This much has been clear for those of us heavily invested in the field of CX. Therefore, it’s important that businesses focus heavily on building customer loyalty. It not only helps in retaining clients but also attracts leads through word-of-mouth marketing. […]
How to Calculate NPS (Net Promoter Score)
What is NPS (Net Promoter Score) ? The Net Promoter Score (NPS) is a metric used to identify the loyalty of customers to a business/brand. The NPS score is calculated using the responses of the NPS survey, which asks the simple question, “how likely are you to recommend this product/brand to someone you know?” from […]
How to Use Net Promoter Score Right?
Net Promoter Score (NPS) is a CX metric designed to measure customer loyalty through their likeliness to promote the business to others. It shows you the percentage of customers who might engage in word-of-mouth marketing, advocating for your brand. Companies worldwide utilize NPS to assess brand loyalty and gauge retention rates. But, it’s noteworthy that […]
Comparison of The Main Customer Experience KPIs
Understanding and tracking customer experience KPIs is crucial for any business looking to enhance customer satisfaction and loyalty. It is often asked how one should know which key performance indicator they should use to measure their Customer Experience. Ideally, a Customer Experience KPI is a number that you can follow on a regular bases to […]
EVI vs. NPS – Which CX Metric is Better?
If you have implemented a CX strategy for your business, you would know that CX metrics are an important aspect of it. They help you keep track of changing customer behavior and the performance of your business more effectively. When it comes to measuring CX, EVI® and NPS are two indispensable KPIs used by businesses […]
All You Need to Know About the Net Promoter Score (NPS)
If you are just starting off with a Customer Experience (CX) program for your brand, you would know the importance of using CX metrics to measure the effectiveness of your program. Only metrics can help you understand if customers’ perception about your brand has really improved. Out of all the metrics available, we highly recommend […]
Customer Experience KPIs: The Hall of Fame
Do you understand the KPIs that you’re measuring? Think about that question for a few seconds. Most people would answer, “Yes of course, why else would I measure them?”. The truth is that there are many who measure KPIs only because it is a requirement of their position, and they don’t fully grasp which are […]
Free Net Promoter Score® (NPS) Calculator
Net Promoter Score® (NPS) is an industry standard for the customer experience industry. It’s as simple as subtracting the percentage of detractors (scored 0-6) from the percentage of promoters (scored 9-10). NPS is a standardized way to ask your customers: “How likely is it that you would recommend us to a friend or colleague?” The […]