Net Promoter Score (NPS) measures consumer responses to a simple question "How likely are you to recommend our company/product/service to your friends and colleagues". Other customer experience metrics include Customer Effort Score (CES), Customer Experience Score (CXS) and the Customer Experience Index (CXi) but all measure a consumer's feelings about you.
Positive scores lead to lower costs of service and upsell, decreasing cost of new customer acquisition through referrals and lower attrition rates.
This whitepaper assesses how businesses can improve customer experience quality to enhance NPS and reduce customer acquisition costs.
• How interaction and customer experience drives NPS.
• Improving NPS and other customer experience metrics in communications and media.
• Maximising your NPS scores through Interaction Management.