Relationship vs Transactional Surveys for Measuring the Customer Experience
delighted
APRIL 19, 2019
They ask customers to rate you based on their overall experience rather than on a specific product or service. The NPS system , created by Fred Reichheld from Bain & Company in 2003, uses a simple, standard question to measure customer loyalty and advocacy: How likely are you to recommend [company] to a friend?
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