Should Loyalty Metrics be Reassessed Post-Pandemic?
Does NPS still have the same predictive power?
The coronavirus outbreak flipped our world – and customer experience strategies – upside down.
Eighteen months later, CX pros are still curious about the impact the pandemic has had on customer expectations and how to modify CX measurement programs accordingly.
This white paper analyzes VOC data from programs across a variety of verticals – including Financial Services, Healthcare, B2B Services, Technology, and more.
Included in this white paper:
- Does Net Promoter Score® (NPS) still have the same predictive power?
- Do loyalty metrics need to be reassessed?
- Have the drivers of customer experience changed?
Get the white paper