NPS has now been in some form of use globally for 16 years now. Adoption here in Australia is characterised by both early adopters and those that that are still new to adopting this measure of customer advocacy.
Regardless of where you stand on your NPS journey, simply adopting a new metric never drives a business outcome on its own. The hard work lies in understanding what this measure means for your organisation and how to take the right actions to drive the right outcome for customers.
Moderator: Craig James, Associate Director, Customer Experience & Insights, Optus