Loyalty Metrics

The coronavirus outbreak flipped our world – and customer experience strategies – upside down. Eighteen months later, CX pros are still curious about the impact the pandemic has had on customer expectations and how to modify CX measurement programs accordingly.

Common questions include:

  • Does Net Promoter Score® (NPS) still have the same predictive power?
  • Do loyalty metrics need to be reassessed?
  • Have the drivers of customer experience changed?

To answer these questions, we analyzed VOC data from programs across a variety of verticals – including Financial Services, Healthcare, B2B Services, Technology, and more. Discover our findings here.