Does Customer Effort Score Trump Net Promoter Score?


Archived series ("Inactive feed" status)

When? This feed was archived on April 15, 2019 02:08 (4y ago). Last successful fetch was on March 01, 2019 12:23 (4y ago)

Why? Inactive feed status. Our servers were unable to retrieve a valid podcast feed for a sustained period.

What now? You might be able to find a more up-to-date version using the search function. This series will no longer be checked for updates. If you believe this to be in error, please check if the publisher's feed link below is valid and contact support to request the feed be restored or if you have any other concerns about this.

Manage episode 199082202 series 94254
By Tema Frank. Discovered by Player FM and our community — copyright is owned by the publisher, not Player FM, and audio is streamed directly from their servers. Hit the Subscribe button to track updates in Player FM, or paste the feed URL into other podcast apps.

Matt Dixon makes a compelling case in his book, The Effortless Experience, that the popular Net Promoter Score (NPS) is nowhere near as useful as it claims to be. When Bain & Co. introduced the NPS score they called the question “Would you refer us to a friend” the “ultimate question”; the only one you…

The post Does Customer Effort Score Trump Net Promoter Score? appeared first on Frank Reactions.

231 episodes