Download the PDF version of this White Paper By: John Goodman and Kathleen Kerr The Net Promoter Score (NPS) can be a dangerous tool. Implicitly ignoring “passives” – those offering a “7” or and “8” on a 10-point scale– the NPS disregards a large segment of the market that is less loyal, more likely to […] The post OK Is Not Great first appeared on Customer Care Measurement & Consulting.
