Net Promoter Labels Obscure Actual Recommendation Patterns « Customer Experience Matters

We recently published a benchmark of Net Promoter Scores of 180 companies across 19 industries. Within that research, we showed that promoters are more likely than detractors to repurchase. In a previous blog post, we examined how promoters and detractors actually recommend companies. In this post, we go a step further and look at how consumers actually recommend based on…