For about 15 years NPS has gained a global following mainly because it’s a measure for predicting client loyalty and growth. The client churn rate, also known as the rate of attrition, is the rate at which customers stop doing business with you. NPS was never designed to predict client churn and does not show […]
Posts with the Net Promoter Score tag
What Is Net Promoter?
Net Promoter Score®, or NPS®, measures customer experience and predicts business growth. This universal metric has transformed business and provides an essential measurement for customer experience management programs. NPS is calculated using customer answers to key question, using a 0-10 scale. For example, a key question may be “how likely are you to recommend MAP […]