Uncle Giuseppe's in New Jersey hooks me back for its tremendous comfort food; NPS, on the other hand, is too much comfort for CX leaders. But instead of immediately infusing their responses into what ...

Practitioner perspectives refine the debate over NPS, revealing why behavioral data and operational discipline often matter more than the score itself. Author’s Note: In Part 1 of this two-part series ...

Resiliency is an important component for companies to be able to prepare for and respond to the changing world around them. Focusing on the data that a company can control is one way of building ...

Hospitals should include both clinical interactions and nonclinical interactions, such as billing experiences, when considering net promoter scores, said Gary Long, executive vice president and chief ...