One of the quintessential "customer-oriented metrics," Net Promoter Score has become immensely popular within the customer contact community.
Dominic Hoffmann, the Chief Customer Experience Officer for Lazada Malasia (of Alibaba's Lazada Group), concurs with the community. He believes in the importance of NPS - so much so that he uses it to inform performance incentives.
He does not, however, believe all organizations are using NPS correctly.
Rather than looking at NPS as a blunt object, Hoffmann recommends evaluating NPS to spot trends and changes in the organization.
He discusses this approach in the latest CCW Digital podcast. Listen below: