In 2003, Fred Reichheld, a partner at Bain & Company, created the net promoter score (NPS). The metric is used in customer experience groups to measure the loyalty of a customer to a product or ...

Sentiment analysis enables brands to more fully understand what their customers are saying, as well as the emotional state and meaning behind their words. When used by customer service agents, ...

NPS alone no longer cuts it. Evolving customer experience metrics like CES and XQI are helping brands stay ahead in 2025 and beyond. Beyond NPS metrics. Customer experience metrics are evolving.

Most of us don’t enjoy scrolling through countless online reviews, trying to decipher whether customers are genuinely satisfied or just being sarcastic. It can feel like trying to read between the ...

Consumer sentiment has fallen this month to its lowest level since 2022. The University of Michigan’s consumer sentiment survey in March fell 11% from February. The monthly survey is closely watched ...