"What is the likelihood that you would recommend our company to a friend or colleague?" This is the question frequently asked following interactions with brands. Results determine a company's Net ...

Forbes contributors publish independent expert analyses and insights. Mike Kappel is the Founder of Patriot Software, LLC. When it comes to running a business, your customers’ satisfaction matters.

Net Promoter Score is a polarizing statistic. On one hand, there’s a Cult of NPS that believes it’s the chosen metric, one customer-experience number to rule them all. On the other, there’s a group ...

AI is here to stay. Generative AI’s growing intelligence can greatly improve all facets of customer experience, including NPS, CES and CSAT. LLMs help you understand your customers. A company’s NPS ...

You’ve spent a lot of time and money setting up your customer experience monitoring program. You’ve convinced the board to adopt NPS as the key metric, set ambitious targets, and done the work to ...