Understanding Negative NPS Score: Causes, Impact and Solutions
Lumoa
JUNE 14, 2023
To illustrate, let’s take the example of United Airlines’ reputation crisis. As a result of being continually subjected to scathing customer reviews, United’s NPS score has hovered around 10 since 2014. Even the CEO is known to take customer service calls every once in a while – talk about customer centricity!
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