Choosing the Right Key Metric

The Net Promoter Score™ has been proven to be one of the most effective indicators of an organization’s health and long term prosperity. However, the Corsential Insight & Action Portal can be equally effective with any suitable metric.

Is NPS® the right metric for your organization or should you consider an alternative?

Your organization may already be using a key metric that has “buy-in” and full support from your staff. In that case, Corsential can easily incorporate your preferred metric into our Customer Experience Program.

However, for most situations, Corsential highly recommends the Net Promoter Score™ as the basic metric to track overall customer loyalty.

NPS® is a simple and straightforward measure that will be easily understood by everyone in your organization
NPS® has been proven to be one of the most powerful forward indicators of an organization’s health, prospects and profitability
Because of its simplicity and link to growth, NPS® has been adopted by leading organizations worldwide as the basis for measuring and improving customer loyalty

Unlike some other proponents of NPS®, Corsential does not subscribe to the view that “one question is all you need”. While NPS®, by itself, is a clear, easily-understandable metric that accurately reflects the overall level of your customers’ experience; it does not tell you where you must take action to improve the score. Carefully-selected supporting attributes and an open-end “Why?” question, should always be included to identify the loyalty drivers that need action.

Learn more about NPS