Net Promoter Score® 101: The Complete Guide
Lumoa
APRIL 3, 2018
The Net Promoter Score (or NPS) was designed by Fred Reichheld in 2003 to measure loyalty. That time, customer experience management was still unknown to the most of the business doers. Unfortunately this sometimes leads to misunderstanding the customer feedback and, as a result, ignoring the voice of customers as a whole.
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