Customer Care Measurement & Consulting

Customer Care Measurement & Consulting

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2121 Eisenhower Avenue, Suite 501
Arlington, VA 22203

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Scott Broetzmann
President & CEO

John Goodman
Vice Chairman

David Beinhacker
Chief Research Officer

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Article: How The Net Promoter Score (NPS) Is Like Global Warming Why Omnibus Customer Experience Metrics Can Breed The Unintended Consequence Of Inaction by Goodman, Broetzmann,
Published 10/26/2020

Simple Is Usually Not Actionable

These oversimplified measures are all too often failing to embolden leadership to act on the impending doom and disaster that accompanies a mediocre customer experience.

Many companies have been quick to adopt NPS and similar global indices describing the customer experience.  Such “overall” measures are alluring in the C-suite.  A single number or index is uncomplicated to calculate, easy to understand and simple to promote in and outside of the organization. They nicely fit into the strategic dashboards that are now popular.  It is no wonder that leadership has been quick to pull the trigger on embracing a single score-mentality. However, in many of these same companies, the executive group has been less likely to rally around NPS and aggressively support serious investment in an enhanced customer experience.  

Why the disconnect? To find out, READ MORE.


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