Executives know that to improve the customer experience, they need metrics that effectively evaluate the nature and success of the customer experience. To this end, many organizations have adopted variations of the Net Promoter Score (NPS), which evaluates whether a customer would recommend a product or service that they have experienced. NPS does not, however, capture the multitude of different ways that customer relationships can be deepened, nor does NPS naturally lend itself to actionable solutions.
Learn why the financial empowerment support (FES) score is a more holistic measure of customer experience and predictor of positive and productive customer relationships compared to NPS.