Why NPS Falls Short in Ecommerce, and the Case for Earned Growth Ratio as a Better Metric
Retail TouchPoints
APRIL 16, 2024
And while understanding customer satisfaction is crucial, traditional methods like Net Promoter Score (NPS) have limitations that can actually lead to the opposite of intended outcomes if not applied carefully. Tracking EGR becomes a little more challenging for businesses that are reliant on wholesale channels.
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