#net-promoter-score

#net-promoter-score

Most executives believe customer satisfaction metrics indicate business health, overlooking deeper issues.

Only about 5% of leaders actively challenge customer experience assumptions.

Using CX metrics for employee evaluation undermines their value and can demoralize staff, impacting customer experience negatively.

Detractors negatively impact brand reputation and customer loyalty; thus, engaging them is crucial for improving products and maintaining a positive brand image.