The concept of the Net Promoter Score (NPS) was first published in 2003 in an article called, One Number You Need to Grow. It was created as a way to measure and manage customer loyalty without the complexity of traditional customer surveys. Since that time, the same concept has been applied in multiple functional areas to replace longer surveys that require too much of a participant’s time.Read More
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Given the time pressure that everyone feels in the corporate world, it is very tempting to assign the task of KPI selection to one individual and ask them to suggest a list of metrics for the company or business area to use as KPIs. However, KPI selection is not a task and all metrics are not KPIs. KPI selection is an activity that requires careful planning or you will not obtain desirable results.Read More