Net Promoter Score – or NPS – is a popular customer experience metric that organizations use to track and increase the likelihood of customers recommending their business.

Watch this short video to learn what this metric is and how you can use NPS to drive meaningful improvements to your CX program. If you like the content of this video and would like to learn more about Experience Management metrics, check out our Launchpad on Building an XM Metrics Program.

Note: Net Promoter, Net Promoter Score, and NPS are registered trademarks of Bain & Company, Inc., Fred Reichheld, and Satmetrix Systems, Inc.

This video was originally published by Temkin Group prior to its acquisition by Qualtrics in October 2018.

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