The net promoter score, an increasingly popular measure of customer satisfaction, may not be an effective metric the way most organizations use it, according to The Wall Street Journal. The measure is ...

Interested in using online surveys to drive business growth? Meet the Net Promoter Score (NPS). Introduced in 2003, this simple survey question gauges overall customer satisfaction and loyalty based ...

NPS, as a numerical metric, is essentially meaningless on its own. That said, as a basis for measuring your improvement, there isn’t a single company that doesn’t want to see their score improve over ...

Customer retention is the most efficient growth lever for any business, yet companies often struggle to balance the near-term highs of new customer growth with the importance of retaining (and ...

Loyal customers are assets to any business. The best way to transform someone into a loyal customer is by offering outstanding customer satisfaction. Therefore, it is essential to gauge how happy and ...

I work a lot in the market research and insight industry; a lot of Rippleout thinking is inspired by insight, and how research can lead to more effective marketing in terms of return on investment.

Net Promoter Score (NPS) is a straightforward and effective method for businesses to identify promoters and detractors, providing a clear view of their performance from the customer’s perspective. NPS ...

Executives in 45 percent of organizations use Net Promoter Score (NPS) as a customer experience (CX) beacon metric, according to a recent Forrester Research survey. But is NPS the right CX beacon ...

A monthly overview of things you need to know as an architect or aspiring architect. Unlock the full InfoQ experience by logging in! Stay updated with your favorite authors and topics, engage with ...

If there is one question to rule all of marketing, it goes something like this: "On a scale of zero to 10, with 10 being the highest, how likely are you to recommend our company to a friend or ...

Is the Employee Net Promoter Score (eNPS) a worthy investment for your organization? Would your employees promote your workplace as a good, great or solid place to work? One way to know is through an ...