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You need that amplification

I wrote a while back about questions raised concerning wide ranges in top-level NPS or C-SAT scores, even for Customers who may have had the same experience.  The point I called out there was mostly an indictment of the use of NPS or C-SAT in the first place.  These metrics allow for way too much [...]

By |2022-06-07T17:47:03+00:00June 7th, 2022|Consulting, CX Strategy, CX Thoughts, Measures & Metrics|Comments Off on You need that amplification
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