NPS Unplugged: A Customer Experience Staple on Trial

Written by Sian and Ola

In the quest to deliver the best customer experience (CX), organisations are overwhelmed with metrics and tools designed to capture the voice of the customer (VoC). Among these, Net Promoter Score (NPS) has emerged, popular for its ability to provide a quick snapshot of customer loyalty. However, NPS is not perfect and comes with limitations which should be understood to avoid over-reliance on the metric on its own.

The challenge lies in understanding NPS through a critical lens, so that it can be used effectively within a broader CX strategy. Without a nuanced understanding of what drives customer sentiments, businesses risk overlooking critical feedback that informs better experiences.

In this paper we’ll unplug NPS from the hype and delve into its real-world applications. We’ll explore its advantages and limitations and provide guidance on mitigating its weak points. Join us as we unravel the intricacies of NPS and discover how to use it to fuel genuine customer-centric transformation.