Remove 2003 Remove Feedback Remove NPS Remove Voice of Customer
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Since when did CX become a “Game of Thrones”?

OpinionLab

NPS: Unchallenged but flawed and – maybe – set for a fall from grace (Cersei Lannister). Net Promoter Score (or NPS) is a KPI that has been widely accepted as an indicator of customer sentiment for years. I see some key similarities between NPS and Cersei Lannister. Which brings me back to NPS and Cersei.

NPS 94
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Net Promoter Score® 101: The Complete Guide

Lumoa

The Net Promoter Score (or NPS) was designed by Fred Reichheld in 2003 to measure loyalty. That time, customer experience management was still unknown to the most of the business doers. But it is not a surprise because NPS gives a very simple and easy to track system to follow your most and least loyal customers.