Report: Tech Vendor NPS Benchmark, 2017 (B2B)
We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2017. The research examines Net Promoter Scores® (NPS®) and the link to loyalty for 58 tech vendors based on feedback from 800 IT...
View ArticleReport: Net Promoter Score Benchmark Study, 2017
We published a Temkin Group report, Net Promoter Score Benchmark Study, 2017. This is the sixth year of this study that includes Net Promoter® Scores (NPS®) on 299 companies across 20 industries based...
View ArticleNet Promoter Score: Fact and Fiction
It seems like every year I get a surge of questions about Net Promoter® Score (e.g., NPS®). Well, it’s that time of year. Rather than re-writing my answers, I decided to share a webinar that I recorded...
View ArticleDo Companies Like Net Promoter Score?
Whenever we discuss Net Promoter® Score, we get a bifurcated set of reactions. Some people love NPS® and others hate it. So we decided to more quantitatively gauge the sentiment. In a recent study,...
View ArticleWhat is Net Promoter Score? (Video)
Net Promoter® Score (NPS®) is one of the most popular CX metrics, so we are often asked to discuss it with clients. In addition to helping build successful NPS systems, we often provide a basic...
View ArticleReport: Tech Vendor NPS & Loyalty Benchmark, 2018 (B2B)
We just published Temkin Group’s annual Tech Vendor NPS & Loyalty Benchmark Study. Here’s the executive summary: For the seventh year in a row, we have calculated the Net Promoter Score® (NPS®) of...
View ArticleReport: Net Promoter Score Benchmark Study, 2018
We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. This is the seventh year of this study that includes Net Promoter® Scores (NPS®) on 342 companies across 20 industries....
View ArticleCX Myth #4: Net Promoter Score Is The Best/Worst Metric
Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths. CX Myth...
View ArticleCX Myth #5: Wow Customers During Every Interaction
Many common beliefs about customer experience are misguided, based on oversimplifications or a lack of consideration for real-world constraints. In this series of posts, we debunk these myths. CX Myth...
View ArticleIs NPS A Dubious Fad?
Okay, it’s that time again. Every few years someone ignites the debate about whether Net Promoter Score® (NPS®) is a great or terrible thing. A recent article in the WSJ (The Dubious Management Fad...
View Article
