• 3 min read In an era where choice floods every corner of the consumer market, merely keeping pace isn’t enough. Companies must look beyond traditional metrics and find
• 4 min read
VISUALIZING LOW NPS VS HIGH NPS INDUSTRIES HIGHLIGHTS A COMMON PROBLEM
When looking at higher NPS industries the shape is a slope and in low NPS industries, it looks like a mountain. We have found this is true for us when we chart the average CSAT score against the variance score. Topics associated with lower NPS and CSAT scores have high variances, and top NPS scoring topics consistently have lower variance.