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The Power the Ultimate Question

Horizon CX

DECEMBER 27, 2019

85% of respondents have targeted B2B clients for their Surveys (54% B2B only; 31% both B2B and B2C). 15% targeted solely B2C clients. The Net Promoter Score (NPS) or “the ultimate question” as it is commonly referred to, has a history that dates back a full 26 years. 14% had never used NPS at all. 54% have used NPS for up to 5 years.

B2B 52
B2B Surveys B2C Metrics 52
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We Asked 30 CX Influencers if They Would Recommend the Net Promoter System

Lumoa

APRIL 24, 2018

The Net Promoter System® (or NPS) has been a popular customer experience metric since its creation in 2003. Business leaders tell me that they also like the fact that they can compare their scores to other ‘benchmark’ businesses and this brings a tangibility to it. NPS is simple benchmarkable, and consistent.

Consulting 135
Consulting Consulting Metrics Feedback 135
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