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Is NPS a KPI for VOC?

in Product Management by (114k points) | 13 views

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Yes, Net Promoter Score (NPS) is often used as a Key Performance Indicator (KPI) for Voice of the Customer (VOC) programs. NPS measures customer loyalty and satisfaction based on their likelihood to recommend a company, product, or service to others. It is a straightforward metric that can provide valuable insights into customer perceptions and experiences.

In VOC programs, where the focus is on understanding and improving customer experiences and expectations, NPS serves as a crucial indicator. It helps in gauging overall customer satisfaction and loyalty, which are key aspects of customer feedback and experience. Companies often use NPS scores alongside other metrics and qualitative feedback to get a comprehensive view of the customer experience.

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