From words to actions: Discover the link between NPS and customer behaviour
NPS has become one of the most widely used measures of the customer experience – but what does it really tell you? In most organisations, NPS is used simply as the instant measure of the success of an interaction. Maybe you’ll get a pat on the back; maybe a kick in the teeth.
But while that may provide a nice KPI on the management dashboard, all too often that’s where the value ends. Companies have little or no idea how many of their “promoters” will actually promote them; nor do they know what impact detractors really have. Given the effort so many organisations make to measure NPS, this seems a missed opportunity.
Ember’s new analytics solution helps put this valuable data to greater use.
To find out more about our solution, download our brochure.
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"Ember are great! Amongst other things, they have also helped us learn how to talk to the customer. I really would recommend working with Ember. They have a great deal of experience in the wider industry and I have found their advice exceptionally valuable." - Chris McGrath, IT Programme Manager, Marks & Spencer
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