Gauge satisfaction by combining customer-measurement scores

04/15/2014 | CustomerThink

The net promoter score and similar metrics are used by companies to measure customer satisfaction by gauging the consumer's response to a single question, normally after a purchase. But a better understanding of consumer satisfaction requires combining NPS with other qualitative and quantitative measurements, writes Melvin Brand Flu, a Livework partner. "The real value lies in mapping all these input into an overarching framework -- the customer lifecycle -- to release its full potential," Flu writes.

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