"New tool designed to evaluate how well a supplier’s business review process and customer experience strategy are performing.
The CX Maturity Assessment from Clientshare, the company behind the leading business reviews platform, Pulse, reports that the tool has already been adopted by leading B2B suppliers across facilities management, logistics and BPO – their anonymised results have helped shape the industry benchmarks now used in the assessment."
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Net Promoter Score (NPS) remains one of the most widely used customer feedback metrics in the B2B world. Many organisations send out annual surveys or ad-hoc feedback requests, but few know how to use NPS to retain clients and drive growth effectively.
In this paper, we explain what NPS measures, why it's important, and explore the ways leading suppliers are using it to improve contract retention, drive upselling opportunities and boost overall customer experience.