NPS is a brand-level measure that frequently gets pushed down to individual agents, where it fits badly: an agent handling billing complaints will collect worse scores than one handling upgrades, regardless of how well either does the job.
A single-question loyalty measure (how likely you are to recommend), reported as promoters minus detractors.
NPS is a brand-level measure that frequently gets pushed down to individual agents, where it fits badly: an agent handling billing complaints will collect worse scores than one handling upgrades, regardless of how well either does the job.