Should Loyalty Metrics be Reassessed Post-Pandemic? And What About NPS?

CX pros are examining the impact the pandemic has had on customer expectations and how they might need to modify their CX measurement programs. They wonder:

  • Does Net Promoter Score® (NPS) still have the same predictive power
  • Do loyalty metrics need to be reassessed?
  • Have the drivers of customer experience changed?

After analyzing VOC data from verticals including Financial Services, Healthcare, B2B Services and Technology, we found some interesting answers. Download this eBook and discover how to adjust to get more from your customer feedback right now!

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