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For CMO Professionals

Net Promoter Scores: Good, But Not Enough

February 2, 2007

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Authors

  • By Christine Spivey Overby
  • with Bruce D. Temkin

Why Read This Report

Net Promoter has become a popular way to measure customer satisfaction and loyalty. But, as with any single measurement, it doesn't tell the entire story. To put a Net Promoter Score — or any customer metric — into action, companies need to analyze it alongside other insights, operational metrics, and ongoing customer improvement efforts.

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