Law firm perceptions of how clients view them is usually a complete reversal of how clients actually see law firms. The latest Clio Legal Trends Report underscores the point that lawyers and consumers ...

Interested in using online surveys to drive business growth? Meet the Net Promoter Score (NPS). Introduced in 2003, this simple survey question gauges overall customer satisfaction and loyalty based ...

“Net Promoter” sure has its share of detractors these days. But those critiquing the measure are overlooking one of its greatest (if not widely discussed) benefits. Net Promoter Score (NPS for short) ...

Most companies capture customer feedback through surveys. However, the customer feedback metrics (CFMs) they use differ: some focus on customer satisfaction, some use Net Promoter Score (NPS), and ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. On a scale of zero to 10, with 10 being highest, what’s the ...

The Net Promoter Score (NPS) is the most widely used measure of customer loyalty. More than two-thirds of Fortune 1000 firms report using it (Kaplan, 2016). At its core is a single loyalty question: ...

The Promoter team got together fairly recently for a team outing — we went and saw the movie “Snowden“. If you haven’t seen it, I’d highly recommend you do. Following the movie, we all had our ...

Since it was first discussed in the Harvard Business Review in 2003, the Net Promoter Score (NPS) has been a crucial metric ...

Anything that focuses on customers is heading in the right direction. Jeff Sauro calls the Net Promoter Score (NPS) “a reasonable proxy for historical or current revenue in some industries and ...

Customer retention is the most efficient growth lever for any business, yet companies often struggle to balance the near-term highs of new customer growth with the importance of retaining (and ...

If there is one question to rule all of marketing, it goes something like this: "On a scale of zero to 10, with 10 being the highest, how likely are you to recommend our company to a friend or ...

Since its introduction in Harvard Business Review, 16 years ago, the Net Promoter Score, or NPS, has become a foundational business metric. Based on a single question—On a scale of 0 to 10, how likely ...