The truth about the Net Promoter Score and customer experience

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The truth about the net promoter score and customer experience white paper

In our first book, The Ten Principles Behind Great Customer Experiences, we showed enthusiastic support for the Net Promoter Score. But over the last five years, as we’ve deepened our expertise and continued to question common assumptions, the flaws in this metric have become increasingly apparent, and when the facts change, we change our opinions.

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Customer experience, the Methodical way.