The Net Promoter Score is an index that measures the willingness of customers to recommend a company’s products or services to others. By classifying customers as detractors, passives, or promoters, organizations can identify overall customer satisfaction and loyalty.
While NPS is a metric that C-suite executives track, they are often caught in the trap of not seeing improvements over time, much like customer satisfaction measures. To drive actionability and guarantee a deeper understanding of how to improve NPS scores over time, OSG offers a simple framework that measures what matters to customers and drives interventions on the measures that matter in a personalized manner.
- Dr R Sukumar – CEO, OSG