CMS Wire

Net Promoter Score as a Smoke Alarm: Useful Signal or Misleading Metric?

Practitioner perspectives refine the debate over NPS, revealing why behavioral data and operational discipline often matter more than the score itself. Author’s Note: In Part 1 of this two-part series ...
CMS Wire

Net Promoter Score Isn’t a Growth Strategy — It’s a Comfort Metric

Uncle Giuseppe's in New Jersey hooks me back for its tremendous comfort food; NPS, on the other hand, is too much comfort for CX leaders. But instead of immediately infusing their responses into what ...
Retail TouchPoints

NPS Only Tells A Piece Of A Retailer’s Health; Why Does The Industry Rely On It?

Acquiring new customers is hard work and costly, so making sure that customers are happy, coming back and buying again is every retailer’s number one priority. Which is, in part, why the retail ...
Morningstar

Customers Bank Sets a New Standard in Client Satisfaction with Industry-Leading NPS Score of 81

Customers Bank, the $24 billion subsidiary of Customers Bancorp (NYSE: CUBI), today announced a Net Promoter Score (NPS) of 81 for 2025—an 8-point increase over last year’s score of 73. This result ...