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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. Being social drives engagement; engagement drives loyalty and advocacy; and both correlate directly to increased sales." At the same time, NPS is often a subject of critics and misunderstanding. blog linkedin twitter Why?

Consulting 135
Consulting Consulting Metrics Feedback 135
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