A peek at the SatMetrix NPS Benchmark report for several industries reveals a secondary level realization: how easy it is to benchmark using NPS.
The underlying question is: How actionable are those findings?
The answer is: it depends. Companies in differing situations look at NPS results in different ways.
Those who are pursuing a specific strategy at full steam will often look for confirmation of direction in their NPS scores. In that case, the NPS score is highly actionable since it in a very simple way confirms a strategic ... READ MORE