Andrew Maher

The limitations of NPS

The limitations of NPS

Much has already been said about the limitations of NPS as a measure of customer loyalty. Where NPS falls down is clearly in the way it buckets customers into three broad categories of promoters, passives and detractors.

5 Key Requirements for Customer Insights Technology

5 Key Requirements for Customer Insights Technology

Many text analytics tools sell the dream of understanding customer feedback at-scale. More often than not, you’re still training that software to look for what you think is important - those known knowns. What you should do is be proactive about those unknown unknowns.

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