Essentials Report

Net Promoter Score℠ (NPS) Essentials

The Guide To Using NPS As A KPI

June 7th, 2024
Maxie Schmidt, VP, Principal Analyst
Maxie Schmidt VP, Principal Analyst
Pete Jacques, Principal Analyst
Pete Jacques Principal Analyst
With contributors:
Rick Parrish , Georgia Caplice , Demi Starks

Summary

Net Promoter continues to be one of the most widely used metrics for companies that want to improve CX. In this report, we answer some of the most common questions CX leaders ask about using Net Promoter Score℠ (NPS) in their organizations, including pros and cons, benchmarking, target setting, and financial linkage.

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