As credit unions prepare for 2025, the importance of setting thoughtful, actionable goals has never been greater. The ...

There’s a new metric in town, and it’s called Time Well Spent (TWS). This could be as important as the traditional Net Promoter Score (NPS) and Customer Satisfaction (CSAT) metrics.

In today’s fast-paced business environment, employee satisfaction and engagement are critical to organizational success.

Surveys and summarises guidance and reading on the topic of NPS, a measure of customer satisfaction and a useful metric for evaluating brand health. Based on work by Fred Reichheld (Bain & Co) Net ...

Interestingly, Romney is the former CEO of Bain & Company, the elite consulting firm that, along with Satmetrix and Fred Reichheld, co-created a simple survey and metric widely used in business to ...

And it raises an important question for CX pros: does Net Promoter Score actually improve the customer experience? If it doesn’t, what metric is right for you? When I posed this question to my ...