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DMR CEO on whether the NPS is ripe for replacement

Social Data Summit 3rd edition 2020

@DMR_CEO Michalis Michael discussed for Information Age whether the Net Promoter Score is set to be replaced with more relevant measures.

A company’s NPS can be worked out by asking a single question to customers: “on a scale from 0-10, how likely is it that you would recommend Brand X to friends and colleagues?”

As appealing as a single figure is, however, the NPS has its flaws. New measures are able to give companies the ability to benchmark their brand and its overall performances on the market against competitors, identify specific metrics that require improvement, and predict future performance – including sales.


Read the full article here: Is the Net Promoter Score ripe for replacement?.

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