Practitioner perspectives refine the debate over NPS, revealing why behavioral data and operational discipline often matter more than the score itself.

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There’s a new metric in town, and it’s called Time Well ...

Uncle Giuseppe's in New Jersey hooks me back for its tremendous comfort food; NPS, on the other hand, is too much comfort for CX leaders.

I formulated a list of questions for the National Park Service regarding their handling (mismanagement) of the Lookout Mountain fire that caused millions of dollars of damage after it reached the ...

What is your net promoter score? Net promoter score (NPS) is a specific metric that assesses how likely it is for your customers to recommend your company or individual products to others. To ...

In 1386 providers, better teamwork related to higher patient Net Promoter Score (NPS), and the relationship between provider experience and NPS was mediated by teamwork. Objectives: We previously ...

As a descriptor, net promoter score (NPS) was coined by author, speaker and business strategist Frederick Reichheld in the Harvard Business Review back in 2003. His claim was simple: NPS “… is the one ...