How Valuable Are the Net Promoter Score and Other Customer Feedback Metrics?

By Evert de Haan and Peter Verhoef A large and growing amount of firms rely on Customer Feedback Metrics (CFMs) to monitor the customer base and the performance of the marketing department. Examples of these metrics include Customer Satisfaction (CS) and the Net Promoter Score (NPS). Recently, new customer feedback metrics, such as the Customer Effort Score …