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Vedomosti

How can customer loyalty be measured correctly?

How can customer loyalty be measured correctly?

Six drivers that distort customer opinions

  • May 22, 2018
  • min read

Vedomosti

How can customer loyalty be measured correctly?

Loyal customers bring more money, and their feedback is a source of valuable ideas. An increasingly great number of companies measure customer loyalty (Net Promoter Score, NPS). NPS measurement is based on a question whether the customer would recommend the company to friends, with a score from 0 to 10. However, the results are influenced, besides frontline employees’ actions, by many other factors. Here are the six external and internal factors that distort customer opinions.

Full article only available in Russian on Vedomosti