The Benefits and Pitfalls of Using NPS

Net Promoter Score (NPS) is a metric commonly used across CX programs. In fact, companies seldomly mature their CX management programs without NPS. However, NPS leaves value on the table and tends to focus the business too much on efficiency and not enough on advocacy, or other experience gains. Steven Walden of CX Pilots and John Dawes of the Ehrenberg-Bass Institute discuss the latest research on the benefits and pitfalls of using NPS.