THE QUICKBITE

Customer Experience News 191: NPS Danger, Interview with SurveyMonkey’s CX Lead and Unthinking & Undoing in Service Design

Alex Allwood ALEX ALLWOOD, Customer Experience, Customer Experience News, CX Management, CX Strategy, EMPATHY

Avoiding the Pitfalls of ‘NPS for All’ (3min) Whilst acknowledging the value of NPS and other customer satisfaction metrics, this article from CustomerThink identifies the dangers of giving NPS goals to every …