Steve DiGioia

SEPTEMBER 9, 2016

As important as overall satisfaction, value for price paid, intent to return, and a dozen other performance indicators are, if I had to choose one, I’d choose net promoter score (NPS). NPS is a customer loyalty metric created by Fred Reicheld, Bain & Company and Satmetrix in 2003. Click to find out how.

Customer Service 100

Customer Service Net Promoter Score NPS Hotels 100

ShepHyken

APRIL 30, 2018

(Lumoa) The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. My Comment: I’m a big fan of NPS (Net Promoter Score), and many of you already know that. Lumoa asked 30 customer experience influencers their opinions on NPS.

Net Promoter Score 86

Net Promoter Score Customer Service Self Service NPS 86

Customer Enthusiast

MAY 3, 2016

As important as overall satisfaction, value for price paid, intent to return, and a dozen other indicators of performance are, if I had to choose one, I’d choose net promoter score (NPS). NPS is a customer loyalty metric created by Fred Reicheld, Bain & Company and Satmetrix in 2003.

Net Promoter Score 40

Net Promoter Score Customer Service Hotels NPS 40