How NPS can be more than just a recommendation

Net Promoter Score is used by many companies as a way of measuring their customer experience, but few make use of all the data collected.

Business and brands often trumpet good NPS scores, and why wouldn’t they when, as in the case of Colt Technology Services, they are an extraordinary 49 points above the sector benchmark (64 v 15).

That puts the “infrastructure company for digital transformation” on a par with the likes of consumer-facing brands like Amazon (62) and Netflix (68) in terms of customer experience.

But what do such NPS scores really achieve for a brand? And is there really any point in aiming, as fitness brand Peloton intends, to become the first 100 NPS company?

Noah Roychowdhury, Global Head of Customer Intelligence...

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