The Rise And Fall Of NPS As A B2B Customer Experience Metric [Forbes]
Southwest Airlines Company (LUV)
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Source: Forbes
getty The net promoter score (NPS) has been heralded as the gold standard for measuring customer loyalty and satisfaction in the last couple of decades. Introduced publicly in a 2003 Harvard Business Review article , the concept of NPS has a deeper history, with roots stretching back to the 1990s. Initially designed for B2C environments, NPS offered a simple, direct way to gauge customer loyalty and allowed companies to understand their customers in a seemingly quantifiable manner. But as companies in the B2B space have adopted NPS, the metric's limitations have become increasingly clear. For complex and dynamic B2B business relationships, NPS may, at best, provide a surface-level view. In this article, we'll explore why NPS is often misaligned with B2B needs, why it's losing ground and why B2B organizations need to look beyond NPS for a deeper understanding of customer satisfaction. The Rise Of NPS In B2C NPS became a beloved tool in B2C customer experience (CX) strategi
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