In terms of assessing customer feedback to drive growth, there’s no metric quite like the Net Promoter Score (NPS). Published in a 2003 Harvard Business Review, NPS was introduced as the best way to understand customer loyalty. Nearly 15 years later, many companies have yet to make the NPS-CX connection. In fact, according to HGS internal research, only 42% of businesses surveyed are aligning their NPS to build better CX strategy. And 17% of respondents have their NPS in hand but aren’t sure how to use the results.
Focus on employee profiling, to ensure customer service delivery is empathetic.