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Spotlight

Unlocking the Power of NPS

Brands Need a Back-to-Basics Approach to Cultivate Better CX

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About This Report
A company’s Net Promoter Score (NPS) has the potential to impact businesses positively in sales, cost efficiencies, and profits. But why are so many brands misusing it?
Table of Contents

Executive Summary

Net Promoter Score (NPS) is the go-to metric to gauge customer satisfaction, but it’s not giving customers what they want from brands: a better experience.

Key Question: How should companies leverage NPS to improve the customer experience (CX) for sustainable business growth?

KEY STAT: Customers overwhelmingly want to repurchase and recommend based on positive CX, but 76% of customers will tell friends and family about a bad experience.

authors

Patty Soltis

Contributors

Dave Frankland
Principal Analyst, Marketing
Tracy Tang
Senior Researcher
Kelsey Voss
Principal Analyst
Debra Aho Williamson
Principal Analyst

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