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Published by:
Harvard Business Publishing (2008)
Chapter from:
"The Ultimate Question: Driving Good Profits and True Growth"
23 pages
Conventional customer satisfaction measures have proven inaccurate predictors of actual customer behavior or a company's growth. This chapter recounts the author's development and implementation of a better metric for determining what customers think and feel about the companies they do business with, known as a Net Promoter Score (NPS).
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