Before You Link Pay to Customer Feedback: Five Essentials
Harvard Business Review
SEPTEMBER 22, 2011
Bain research shows that leading companies can achieve 60% or better response rates in B2B companies and 30% or more in most B2C situations. A well-known early adopter of the Net Promoter system began linking NPS improvement to executive compensation before it had developed adequate disciplines and processes for understanding its scores.
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