Why the Creator of NPS Thinks You Should Look at Customer Verbatims
Consumer Products & Retail
September 27, 2016 / 1 min read
Topics
Customer Experience
You are measuring your Net Promoter Score (NPS) without obtaining a written explanation from the respondent to justify his answer? Big mistake! While the NPS was originally intended to be a simple digital index, it quickly became important for managing detractors. Therefore, it is now inconceivable not to measure nor to analyze qualitative comments. Even the creators of the index are recommending it today…
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