How Much Truth Fits Into a Single Number
The board wants to know one thing: how are our customers doing? Yet the answer usually arrives as three, five or twelve numbers. A composite index promises to [...]
A Score of 45. Good or Bad? Without Context, It’s Just a Number
A company checks its NPS (Net Promoter Score a measure of customer loyalty based on how likely a customer is to recommend the company, ranging from -100 to [...]
How many responses in CX are actually enough
Company X launches a quarterly satisfaction survey. NPS (Net Promoter Score, a loyalty metric calculated as the difference between the share of promoters and detractors) falls from 42 [...]
When Ordinary Satisfaction Says More Than NPS
Picture two companies. One boasts every quarter about a Net Promoter Score of around 45 and talks about it in meetings like it's a school report card. The [...]
When a Metric Becomes a Target
There's a paradox that does more damage to customer experience than bad data or tight budgets. It's called Goodhart's Law. British economist Charles Goodhart formulated it in 1975 [...]
When to Use CES and When to Use NPS and Why It Matters
When I ask people working in CX which metric they use to measure customer experience, I usually get a one-word answer: NPS. And when I ask why NPS [...]
The CX metric your team already owns but never actually uses
In every meeting where the customer experience budget gets decided, the same uneven contest plays out. The CX manager walks in with an NPS (Net Promoter Score, a [...]
