Why you're wrong thinking about ditching NPS

We look at some of the criticism levelled at NPS and why we think it's a good idea to think twice before you get rid of it

With survey response rates falling off a cliff, how will you listen to the voice of your customer?

We explore how VoC programs are about to fundamentally change due to falling response rates and discuss several ways you can prepare for the future.

What is CSAT (Customer Satisfaction Score)?

Learn about CSAT (Customer Satisfaction Score) & its importance in measuring customer happiness. Measure, improve, & boost loyalty with CSAT insights.

Customer Feedback Analysis: Steps for Collecting, Analyzing & Acting on Customer Feedback Data

Discover the power of customer feedback analysis: unlock actionable insights, improve CX and loyalty, leverage AI tools, and drive growth through strategic improvements.

Impact Analysis: Making Sense of Why Your Key Metrics Change

Now you can discover what’s driving positive and negative sentiment across all of the data you collect. Drill down into the trends influencing your net sentiment and NPS scores to rise or fall, and prioritise the pain points that most need your attention.

Customer Retention Metrics & How to Measure Them

Which customer retention metrics should retailers measure, and which metrics don’t matter as much – such as NPS scores and survey results.

How to Incorporate Feedback from Facebook, Instagram, and Twitter into Your CX Strategy

Joshua Butler (Senior Insights Manager @ Deckers Brands, a footwear retailer) and Dana Alvarenga (VP of CX @ SlapFive, a CMS SaaS) discuss how to incorporate social media into your CX strategy.

Understanding the Basics of Transactional NPS (tNPS): A Comprehensive Guide for 2025

One of the most important questions a company should ask its customers is how likely they are to recommend the business or brand to a friend…

Why the creator of NPS thinks you should look at customer verbatims