The Rise And Fall Of NPS As A B2B Customer Experience Metric [Forbes]
Southwest Airlines Company (LUV)
Last southwest airlines company earnings: 4/28 06:00 am
Check Earnings Report
US:NYSE Investor Relations:
investors.southwest.com
Company Research
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
Show less
Read more
Impact Snapshot
Event Time:
LUV
Last Price
Price Change
Price Change%
Volume Shares
Max Up
Max Down
%
Volume Ratio
Performance Comparison
Updated
Event Day
Stock performance from the time of news release until the following 4pm ET market close
|
Last price at news event
|
Since Event
Multi-day stock performance from the time of the news release
|
---|---|---|
EVENT DAY
Stock performance from the time of news release until the following 4pm ET market close
|
LAST
PRICE AT NEWS EVENT |
SINCE EVENT
Multi-day stock performance from the time of the news release
|
Last Price | ||
VWAP | ||
High:
|
Max Up |
High:
|
Low:
|
Max Down |
Low:
|
%
|
Post news range |
%
|
|
Price change |
|
|
Price Change Percentage |
|
|
S&P 500 (SPX) |
|
%
|
Volume ratio |
%
|
Volume | ||
Ticks | ||
|
Avg transaction size |
|
Don't Miss Out On The Next BIG Stock Move
Event day
Event Day Chart will not be displayed beyond 90-day period of the event
Performance since event
Time And Velocity Analysis
Be the first to know
Opt in for alerts from News Quantifed
Sign Up Today
Opt-in for
LUV alerts
Learn More With NQ
Reading the Impact Report
Help Me Understand This Data
Help Me Understand This Data
How NQ Works
What is news-based trading?
And why is it so successful?
And why is it so successful?
Movers & Shakers
The biggest gainers and losers and WHY it moved
LUV alerts
High impacting Southwest Airlines Company news events
Weekly update
A roundup of the hottest topics
LUV
News
- CellPoint Digital Secures $30 Million Funding Round to Accelerate Modern Airline Retailing Transformation [Yahoo! Finance]Yahoo! Finance
- Delta CEO says the Trump administration will reverse government 'overreach' seen under Biden [Yahoo! Finance Canada]Yahoo! Finance Canada
- Delta CEO Ed Bastian calls Trump administration a ‘breath of fresh air' for airlines [Fortune]Fortune
- Delta CEO says the Trump administration will reverse government 'overreach' seen under Biden [Yahoo! Finance]Yahoo! Finance
- J.D. POWER NAMES TWO SOUTHWEST RAPID REWARDS CREDIT CARDS ISSUED BY CHASE AS THE TOP CO-BRANDED AIRLINE CREDIT CARDS FOR CUSTOMER SATISFACTION [Yahoo! Finance]Yahoo! Finance
LUV
Earnings
- 10/24/24 - Beat
LUV
Sec Filings
- 11/12/24 - Form SCHEDULE
- 11/7/24 - Form 8-K/A
- 11/5/24 - Form 3
- LUV's page on the SEC website