The Ultimate Customer Service KPI?
Steve DiGioia
SEPTEMBER 9, 2016
NPS is a customer loyalty metric created by Fred Reicheld, Bain & Company and Satmetrix in 2003. Essentially, it identifies customers as being Promoters, Passives, or Detractors of an organization, company, or brand based on their likelihood to recommend it to others. Click to find out how. Quantifies Invisibility.
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