Why NPS Falls Short in Ecommerce, and the Case for Earned Growth Ratio as a Better Metric
Retail TouchPoints
APRIL 16, 2024
Also, while NPS captures feedback only from engaged customers who choose to respond to surveys, EGR takes everyone into account, offering a more comprehensive and unbiased view of customer satisfaction. Tracking EGR becomes a little more challenging for businesses that are reliant on wholesale channels.
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