Is the Net Promoter Score a Better Measure than Satisfaction?
By Jeff Sauro, PhD . February 20, 2018 . Tags: Net Promoter Score, Satisfaction
Customer satisfaction is a staple of company measurement. It’s been used for decades to understand how customers feel about a product or experience. Poor satisfaction measures are an indication of unhappy customers, and unhappy customers generally won’t purchase again, leading to poor revenue growth. But is satisfaction the wrong measure for most companies? That’s certainly the claim Fred Reichheld has made and advocated the Net
