Forsta：2022年净推荐值手册（英文版）

Since taking the CX world by storm 20 years ago, the NetPromoter Score is still a controversial metric. lt sparkedpassionate debate with CX professionals throughout theindustry. Although still a much-debated metric, NPS is widelyused by CX professionals to measure customer loyalty despiteits divisive nature.So why was NPS so ground-breaking when it arrived on the CX scene?Because it wasn't just about customer satisfaction. lt was about loyalty andrecommendation. NPS was designed to help p