The November 2022 Aite-Novarica Group report evaluates the effectiveness of measuring customer experience beyond Net Promoter Score, noting NPS’s advantages in simplicity and benchmarking but also its drawbacks, such as lack of actionable insight and potential bias. It reviews alternatives like Customer Effort Score, Customer Satisfaction Score, Customer Retention Rate, Customer Lifetime Value, and Product Engagement Score, proposing a classification framework combining multiple metrics. The report emphasizes using a holistic, data-driven approach to better understand and improve customer relationships while aligning measurement with strategic goals.

Join for free to read