Net Promoter Score – Vanity Metric or Powerful Tool?


Today we are talking to Amy Erato of WE Benefits about the sometimes controversial Net Promoter Score (NPS) – what it is, how to use it and how she has leveraged it to improve the customer experience. The Net Promoter Score (NPS) measures satisfaction and loyalty by asking customers how likely they are to recommend your product or service to others on a sale of 0-10 – it’s quick, easy and has become somewhat controversial in terms of its value as a key performance indicator.