The Net Promoter Score (NPS)—the biggest example of management snake oil ever created—has finally run its course. Bain has come up with a new metric—Earned Growth Rate—which measures ...

Looking at the foundational principles of the Net Promoter Score (NPS), one of the most common customer experience metrics.

The net promoter score, an increasingly popular measure of customer satisfaction, may not be an effective metric the way most organizations use it, according to The Wall Street Journal.

Capital Rx announces a year-over-year increase in its Client NPS® from 2019 to 2020, and 100% positive feedback from new clients for 2021.

Clarify’s current NPS is 44% greater than the average healthcare company score of 27 and 30% greater than the average SaaS company score of 30.

Inconsistencies in how the Net Promoter Score is measured renders it incomparable across companies. That doesn't stop the braggarts. Who do they think they're fooling?

Community satisfaction is on the rise in Topeka, according to data released by the Greater Topeka Partnership. The partnership shared results Wednesday of the city's Net Promoter Score survey, whic… ...

But it’s what you do with your NPS, not the score itself, that is the key to improving your business. As Customer Experience Professionals Association Chairperson Bruce Temkin notes, companies ...