What's Missing in Your Net Promoter Score?

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Enthusiast

Net Promoter Score. It’s so appealing. Such a simple question – On a scale of 1 to 10, how likely are you to recommend us to a friend? – can yield so much insight into  your customers’ satisfaction.


But what are you missing?


As the “subject matter expert” for Aster’s Customer Satisfaction Index solution, I get pulled into many projects around measuring sentiment and satisfaction. Based on these conversations, there are three broad concerns I hear about NPS.


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