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Tag Archives | NPS

Estimating Other "Likelihood to Recommend" Metrics from Your Net Promoter Score (NPS)

In the realm of customer experience management, businesses can employ different summary metrics of customer feedback ratings. That is, the same set of data can be summarized in different ways. Popular summary metrics include mean scores, net scores and customer segment percentages. Prior analysis of different likelihood to recommend metrics reveal, however, that they are highly […]

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The Meaning of Scale Values for Likelihood to Recommend Ratings

Customer experience management professionals use self-reported "likelihood" questions to measure customer loyalty. In their basic form, customer loyalty questions ask customers to rate their likelihood of engaging in different types of loyalty behaviors toward the company, including behaviors around retention (likelihood to leave), advocacy (likelihood to recommend) and purchasing (likelihood to buy different products). These loyalty […]

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Respondents Needed for a Study about the Use of Net Scores and Mean Scores in Customer Experience Management

I am seeking help from customer experience management (CEM) professionals to complete a short survey (~5 minutes) for my research.  In return for your contribution to science, I will give each survey respondent a copy of my new customer experience management book, TCE: Total Customer Experience (pdf version). Background to Research: Net Scores and Mean Scores I […]

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