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If you’ve spent more than about 2.5 seconds engaged in any type of Customer Experience (CX) activity, you’ve undoubtedly heard of the Net Promoter Score℠ or Net Promoter System℠ (NPS). Since its release in 2003, NPS has received worldwide attention in nearly every business publication on the planet, been adopted by some of the largest and most prestigious brands, and helped transform Customer Experience from a theory to an imperative.
In fact, it is now so prevalent that 48 percent of companies with more than $500 million in revenue are using NPS as their primary indicator for measuring customer experience success. At the end of the day, NPS has become the foundation for today’s most successful enterprise-level CX programs and a force that, when implemented widely and wisely, can add fuel to your efforts.
The following paper explores NPS: what it is, how it works, the difference between the score and the system, and, finally, how InMoment can help you take your NPS practices to the next level.