TITLE

Imperfect Scores

AUTHOR(S)
Arussy, Lior
PUB. DATE
October 2007
SOURCE
CRM Magazine;Oct2007, Vol. 11 Issue 10, p12
SOURCE TYPE
Trade Publication
DOC. TYPE
Editorial
ABSTRACT
The author considers the impact of the Net Promoter Score customer feedback score on how executives response to problems which are raised by their customers. He is convinced that the customer research industry has failed to help executives with their problems on customer services. He reiterates that customer feedback should not be a vehicle for bonuses or self-gratification.
ACCESSION #
26901444

 

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