2003 Insights Loyalty Measurement 
BlueOcean
FEBRUARY 7, 2019
What you may not initially see is how that hour inspires the customer’s lifetime loyalty and widespread promotion and advocacy, converting other customers on top of increasing their own spend. NPS was a metric first introduced in 2003, which feels like a lifetime ago. Secrets to Incredible Customer Service with Paul R.
Alida
MARCH 23, 2017
Net Promoter Score (NPS) was first introduced in 2003 as a way to measure customer satisfaction based on consumers’ responses to one simple question: “How likely are you to recommend our service to a friend or colleague?” At the time, it offered decision makers an easy and effective way to measure loyalty.
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GetFeedback
SEPTEMBER 20, 2019
NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Today, we’ll discuss the three most popular customer loyalty metrics that fall under the structured category—NPS, CES, and CSAT—and the role that each should play in your CX strategy.
Chattermill
JUNE 3, 2019
Customer Experience Measurement: Which Metrics Should You Focus On? In this article, we'll guide you through the various customer experience metrics and how best to measure and optimise your customer experience. As the great management thinker Peter Drucker is often quoted as saying, “If you can’t measure it, you can’t improve it.”.
Retently
OCTOBER 16, 2023
In a 2003 Harvard Business Review article , Fred Reichheld introduced Net Promoter Score® as a new measure of customer loyalty and satisfaction. Few people are so familiar with Net Promoter Score that they hesitate to provide accurate or valuable insights. The post Is the Net Promoter Score Metric Outdated?
Alida
MAY 11, 2016
In 2003, Reichheld introduced the concept of Net Promoter System (often referred to as the Net Promoter Score, or just NPS for short) in the Harvard Business Review article “ The One Number You Need to Grow.” Used to measure customer loyalty, NPS asks a single question: “How likely are you to recommend X?”.
Lumoa
APRIL 7, 2022
The NPS system was created by Fred Reichheld and his team at Bain & Company and Satmetrix Systems in 2003 to help companies improve their marketing strategies to better serve customers’ needs with real, verifiable data that they could analyze and act on.
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