Hosted by Tomas Hult, this segment of the globalEDGE Business Beat is an interview with Forrest Morgeson who is Director at the American Customer Satisfaction Index (ACSI) – the leading research and consulting firm on the United States on customer satisfaction. Dr. Morgeson shares his views about the so-called Net Promoter Score that has been in the news.
The NPS was introduced by Fred Reichheld in 2003 but has recently received some play as a customer loyalty metric that measures customers’ willingness to return for another purchase. The selling point has been that NPS correlates with a company’s growth and is easy to interpret. But it’s not all that it is made out to be, and Dr. Morgeson shares his insights and caution regarding the use of the NPS.
To hear Forrest and Tomas’ conversation press play on the PodCast shared below.
