Some customer experience (CX) leaders are beginning to question the obsession with NPS™, Overall Satisfaction, and other similar measures of overall CX performance. Why?
Experience has shown that these measures can entice organizations to spend their time “chasing the score,” which can actually undermine CX success. Maybe we have it backwards, and CX goals should be based on positive and negative behaviors instead of on scores.
Thie eBook dives into the debate. Download now to find out more.