Beyond Net Promoter Score: Customer Experience Measurement Reimagined
Businesses have long sought to understand how satisfied customers are with their products or services. Today most seek to go even further. They want to know whether they are consistently delivering a great customer experience (CX) along the entire customer journey. To gauge their success, they rely on a range of survey-based metrics like simple customer satisfaction scores or Net Promoter Score (NPS), which indicates how likely customers are to recommend their brand or business to a friend or colleague.
With the rise of digitalization, the world for which these metrics were developed—and the customer insights needed to compete effectively—have evolved. Many CX experts now pan traditional metrics as being either too broad or too narrow, not timely enough, or difficult to correlate with business goals. Indeed, research and advisory firm Gartner Inc. has predicted that more than 75% of organizations will abandon NPS as a measure of success for customer service and support by 2025.