Practitioner perspectives refine the debate over NPS, revealing why behavioral data and operational discipline often matter more than the score itself. Author’s Note: In Part 1 of this two-part series ...

Hospitals should include both clinical interactions and nonclinical interactions, such as billing experiences, when considering net promoter scores, said Gary Long, executive vice president and chief ...

Since its introduction in Harvard Business Review, 16 years ago, the Net Promoter Score, or NPS, has become a foundational business metric. Based on a single question—On a scale of 0 to 10, how likely ...

BermudAir is proving to be a high flyer in terms of customer service. The airline revealed that its net promoter score, an ...

Choosing and regularly reviewing the right metrics is a big part of running a healthy business—as is recognizing when a long-used indicator may be insufficient or outdated. While traditional KPIs like ...

Gartner predicted four years a big decrease in Net Promoter Score use as a CX metric in 2025. But it's hanging around. In 2021, Gartner made a bold prediction: “More than 75% of organizations will ...