2004 Customer Success Insurance Net Promoter Score 
Bob Hayes
MAY 7, 2018
The Net Promoter Score (NPS), a metric used to gauge the health of the customer relationship, has been used by companies for years. Second, the calculation of the metric (a difference score) results in an ambiguous score that is difficult to interpret. insurance, airline, ISP). 2004; Fornell, et al.,
Bob Hayes
MAY 7, 2018
The Net Promoter Score (NPS), a metric used to gauge the health of the customer relationship, has been used by companies for years. Second, the calculation of the metric (a difference score) results in an ambiguous score that is difficult to interpret. insurance, airline, ISP). 2004; Fornell, et al.,
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