Gartner predicted four years a big decrease in Net Promoter Score use as a CX metric in 2025. But it's hanging around. In 2021, Gartner made a bold prediction: “More than 75% of organizations will ...

If there is one question to rule all of marketing, it goes something like this: "On a scale of zero to 10, with 10 being the highest, how likely are you to recommend our company to a friend or ...

Troy Segal is an editor and writer. She has 20+ years of experience covering personal finance, wealth management, and business news. David Kindness is a Certified Public Accountant (CPA) and an expert ...

Kristin is a lead editor at Forbes Home and has nearly a decade of professional experience as a writer and editor. She's previously worked at sites like Talking Points Memo, Insider, Delish, Angi and ...

Sami Allen is the managing editor at Forbes Home, with over seven years of experience in the home space and 10 years of editing experience. We earn a commission from partner links on Forbes Home.

Lucy Lazarony is an experienced personal finance journalist and writer who got her start in 1998 writing about financial topics. She writes accessible and easy-to-understand articles about credit, ...

Do you find the title of this article shocking? Don't. In 25 years of arm-twisting corporations to focus on customers, what I've seen from many, if not most, is that the score is the end game. First ...