NPS FUNDAMENTALS TO MASTER
Why has NPS become an essential indicator for Customer Service & Customer Success teams?
This module gives you a clear and operational understanding of the key concepts of the Net Promoter Score (NPS), so you can finally know what this score actually measures – and what it doesn’t.
Through this independent module, you will learn to:
• Understand the vocabulary of NPS (promoters, passives, detractors)
• Explain the score calculation method precisely
• Understand the origin of NPS and its uses in CX strategies
• Identify the limitations and biases of this metric in order to make good use of it
This module can be taken alone or integrated into our complete course on the theme of Customer Service & Customer Success. Customer Success to go further, up to practical application via our post-NPS qualitative interview simulator.
The educational plus:
This content also integrates the major conceptual frameworks that make NPS a true indicator of customer loyalty and relational performance – useful both for Customer Experience Managers and for professions in quality assurance or customer listening.
