NPS is a KPI used to measure and benchmark customer enthusiasm, which ultimately translates to customer retention and growth. It reveals the likelihood of meeting business objectives.
NPS enables product managers to gauge customer loyalty and advocacy, translating to customer retention and growth. A higher NPS indicates less pressure on customer support teams.
While NPS gauges customer loyalty, it cannot predict the actual number of retained customers or the extent of growth, necessitating the use of complementary KPIs like EGR.
A higher NPS often results in lower employee churn, as individuals prefer working for companies recognized as industry leaders, thus impacting overall employee satisfaction positively.
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