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Introduced in 2003 by management consulting firm Bain & Company, NPS stands for Net Promoter Score — a method for measuring the loyalty of each individual customer and gathering valuable feedback. If you are struggling to find a simple method to...

NPS is a valuable customer experience tool, and companies everywhere are using it to improve their experience and boost revenue. But there are many misconceptions and misuses of NPS, and this piece will address those, in addition to showing you how...

Customer Happiness is a metric unlike any other. It’s not founded on principles of revenue, bounce rate or any other traditionally mathematical ideas. Customer Happiness is based on emotions, not data. And while these emotions can be formulated as...

It’s likely that you’ve used or at least heard about a number called Net Promoter Score (NPS). You may already understand how it’s calculated or know how to run an NPS survey, but what you may not know is how powerful this metric can be for your business...

Imagine having the ability to identify unhappy customers at their third visit in order to perform a customer service rescue to create a satisfied lifelong client. Or the ability to identify your biggest fans at discharge in order to ask them to tell...