Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There’s a new metric in town, and it’s called Time Well ...

In 1975, economist Charles Goodhart offered a warning that would eventually haunt every modern boardroom: When a measure becomes a target, it ceases to be a good measure. By 2026, the Net Promoter ...

I formulated a list of questions for the National Park Service regarding their handling (mismanagement) of the Lookout Mountain fire that caused millions of dollars of damage after it reached the ...

What is your net promoter score? Net promoter score (NPS) is a specific metric that assesses how likely it is for your customers to recommend your company or individual products to others. To ...

Uncle Giuseppe's in New Jersey hooks me back for its tremendous comfort food; NPS, on the other hand, is too much comfort for CX leaders. But instead of immediately infusing their responses into what ...

As a descriptor, net promoter score (NPS) was coined by author, speaker and business strategist Frederick Reichheld in the Harvard Business Review back in 2003. His claim was simple: NPS “… is the one ...

The Net Promoter Score (NPS) survey is a “master of simplicity.” With its elementary formula to evaluate customer satisfaction, this classic metric is rooted in the kind of ease inherent to a genius ...