Forget NPS, it’s about NES (net easy score)

Making ‘my life’ easy in this complex world is customer experience gold.

However, everybody obsesses about their NPS – net promoter score.

If you haven’t heard about NPS before, it’s a metric for assessing customer loyalty for a company’s brand, products or services. Many companies use NPS as part of their customer relationship management (CRM) strategy because the metric .....