Articles filed underClient satisfaction
Algorithms: when dissatisfaction leads to rage
By Pierre-Nicolas Schwab •
Algorithms have invaded our lives. Despite this, they sometimes provoke negative reactions from users. An article published in September 2022 offers a very interesting analysis framework for those interested in this phenomenon. In this article, I analyze the 4 reasons…
NPS soon to be abandoned by 75% of businesses?
For customer satisfaction specialists, this title is very enticing. The Net Promoter Score (or NPS), the star metric of customer satisfaction, will be abandoned by 75% of businesses by 2025. This prophecy is, in fact, the result of research put forward by Gartner. Problem:…
