2003 Loyalty Measurement 
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SEPTEMBER 20, 2019
NPS, CES, and CSAT are customer loyalty metrics. They’re used to measure the level of loyalty that a customer has toward your brand. Today, we’ll discuss the three most popular customer loyalty metrics that fall under the structured category—NPS, CES, and CSAT—and the role that each should play in your CX strategy.
Alida
MARCH 23, 2017
Net Promoter Score (NPS) was first introduced in 2003 as a way to measure customer satisfaction based on consumers’ responses to one simple question: “How likely are you to recommend our service to a friend or colleague?” At the time, it offered decision makers an easy and effective way to measure loyalty.
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Alida
MAY 11, 2016
In 2003, Reichheld introduced the concept of Net Promoter System (often referred to as the Net Promoter Score, or just NPS for short) in the Harvard Business Review article “ The One Number You Need to Grow.” Used to measure customer loyalty, NPS asks a single question: “How likely are you to recommend X?”.
Lumoa
NOVEMBER 8, 2018
Use an NPS survey to track customer loyalty over time, send out CES surveys to understand how easy it is for customers to get the support they need or distribute CSAT surveys to understand how satisfied customers are after key touchpoints in the customer journey. Reducing effort has been found to drive loyalty. Image by Retently.
Chattermill
JUNE 3, 2019
Customer Experience Measurement: Which Metrics Should You Focus On? In this article, we'll guide you through the various customer experience metrics and how best to measure and optimise your customer experience. As the great management thinker Peter Drucker is often quoted as saying, “If you can’t measure it, you can’t improve it.”.
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OCTOBER 10, 2018
In 2003, business strategist Frederick Reichheld published an article in Harvard Business Review in which he states that “the only path to profitable growth may lie in a company’s ability to get its loyal customers to become, in effect, its marketing department.”. For better results, include a discount for each person that they refer.
Bob Hayes
MAY 7, 2018
Third, the NPS is insufficient in measuring the multidimensional nature of customer loyalty. In 2003, the Net Promoter Score (NPS) was formally introduced by Fred Reichheld, and, today, it is used by many of today’s top businesses to monitor and manage customer relationships. NPS Background. NPS Methodology.
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