With time, effort, and the right tools

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3. Zappos
Zappos, the online retailer, is famous for its exceptional customer service. And guess what? They're also big fans of NPS. Zappos sends NPS surveys after every customer interaction , whether it's a purchase, a return, or a customer service call. They then use this feedback to identify their most successful customer service agents and reward their excellent work. They also use feedback from detractors to identify areas where they can improve. Thanks to their dedication to NPS and customer satisfaction, Zappos has built an incredibly loyal customer base.

Sector comparison
It's interesting to note how NPS varies across different industries. For example, software and technology companies tend to have higher NPSs, often in the 60s to 70s. This is because they typically offer innovative products that solve real problems for their users. On the other hand, telecom and cable companies often have lower, sometimes even negative, NPSs. This reflects customer frustration with issues such as poor customer service, confusing bills, and unreliable service.

be used in addition to NPS?
No single survey is effective enough to provide precise answers, nor is it so comprehensive that customers will want to take the time to respond fully. For this reason, there are a number of very short surveys that provide us with fairly precise information about the customer's perspective.

There are also other methods that don't involve surveys, but rather calculations based on consumer behavior analysis. In this sense, the goal is to capture "customer opinions" through their actions, not their responses.

Thus, by obtaining different metrics and indicators through various types of surveys and calculations, we were able to piece together the puzzle called "customer."

, and some of the others are as follows:

CSAT: The Customer Satisfaction Score directly measures chinese student data customer satisfaction through a question such as, for example, "How satisfied are you with X service?", and the response options range from a scale of 1 to 5 or 10.
CES: The Customer Effort Score assesses a customer's level of effort to complete an interaction with the company or use a product or service. The question to be asked should be, for example, "How easy was it for you to use X service?" and can be answered on a scale of 1 to 7.
Like NPS , the first reference to CES appeared in the Harvard Business Review, in the 2010 article " Stop trying to delight your customers ."