"What is the likelihood that you would recommend our company to a friend or colleague?" This is the question frequently asked following interactions with brands. Results determine a company's Net ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. NPS is one of the most powerful metrics to determine if the ...

RG Newport named top performer by Enterprise Rent-A-Car for world-class customer service, achieving high NPS for repair ...

Gaining customer trust has long been cherished among executive teams as a way to build brand value. Traditional metrics have been central for managing customer trust. But digital media and associated ...