How to Measure Customer Care with an NPS
What is an NPS - Net Promoter Score? Any piece of training or development needs to be measured to see what difference it's made. This is the Holy Grail professional trainers have been working towards for decades and for many programmes, it's not that difficult to measure the impact if you start off by deciding your measures before you embark on the training. But the trickiest one to measure is customer care training; until now that is. The answer, which many organisations I've been working with recently have discovered, is…
