Often when working with CX pros and and teams, the discussion of common CX metrics i.e. CSAT, OSAT, CES and NPS (a.k.a. LTR) comes up. Usually, this resembles a bit of a religious argument that often leads to an understanding that, although NPS is not the most "actionable", "sensitive" or "reliable" measurement of a customer's or…
When and When NOT to ask the “NPS Question”
Dave Lewan 