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CUSTOMER EXPERIENCE EBOOK_
Design Your First Transactional NPS® Project
Positive customer experiences are absolutely crucial to the continued growth of your organization. With negative experiences costing US companies $62 billion a year, improving your interactions provides tangible returns. The Net Promoter Score® is a great place to start for those new to customer research. The NPS methodology is a trusted measure of loyalty with proven results.
What you will learn from this eBook
- WHAT THE NET PROMOTER SCORE IS AND HOW TO MEASURE IT Created by Bain in 2003, the Net Promoter Score is a measure of customer loyalty. Learn how to calculate your score and why NPS is a key customer metric.
- WHY TRANSACTIONAL FEEDBACK MATTERS Transactional feedback allows you to dig into customer pain points and get the data you need to solve issues and delight your customers.
- HOW TO DESIGN AND LAUNCH YOUR FIRST NPS PROJECT Learn how to build your project in four steps — from identifying touchpoints and distribution channels to launching your customer feedback project and analyzing results.
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