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 intoyour 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.