Many companies evaluate Customer Experience (CX) on the basis of Net Promoter Score (NPS), a metric that divides customers into “Promoter,” “Neutral,” and “Detractor” categories based on their answers to the question of whether or not they would recommend the company’s products or services to a friend. NPS is derived by subtracting the percentage of Detractors from the percentage of Promoters. However, customer loyalty is often a much better measure of CX quality than NPS, since customer loyalty is less subject to sample bias and other distortions.

Key Takeaways:

  • Customer experience professionals are in love with survey scores because the scores tell them a lot about what the customer is going through.
  • One score that is often employed by customer experience professionals is the net promoter score which asks if they would recommend the product to a friend.
  • The score has ranges that go from promoter, to neutral to detractors and many companies want a lot of promoters and few detractors.

“Survey scores offer numerical evaluations, text analytics, and score trending over time, which makes them, hopefully, meaningful.”

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