Mastering NPS with customer journeys
Net Promoter Score has become an increasingly important customer experience metric, with companies across all industries looking to improve their customer satisfaction scores and increase customer advocacy.
The downside to an NPS survey often lies in its application – a customer receives a survey that asks them about a single experience (for example, an online session, or a phone call with a customer service representative). This doesn’t take into account the bigger picture – what does this customer’s end-to-end experience look like?
Without a comprehensive journey perspective, companies are limiting the usefulness of NPS and not truly understand the full story.