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Posted by Andrew McInnes on November 28, 2011
Net Promoter is both popular and controversial, so naturally we in Forrester’s customer experience (CX) research practice get lots of questions about it from CX leaders whose companies have adopted it or plan to adopt it in the future. Overall, we know that Net Promoter can effectively support CX efforts when companies implement it correctly. But we also know that correct implementation from a CX perspective is in no way a given.
Here’s what CX pros in particular should do to make sure that they ( . . . and their companies, and their customers . . . ) get the most out of the Net Promoter methodology:
For more information on Net Promoter as a CX tool, see our new report: "Executive Q&A: Net Promoter For Customer Experience Professionals." In it, we answer several key questions, such as, “Why is Net Promoter so controversial?” and “Is NPS a good CX metric?” As you read the report, please note that it’s written specifically for CX leaders, not as a comprehensive review or critique of the Net Promoter methodology. As always, I welcome your comments.