Top Down NPS / Benchmark NPS / Relationship NPS


The top-down NPS ([[Net Promoter Score]]) provides a reference to how the business stacks up against the competition and help managers identify actions that can truly differentiate the customer experience. The top-down NPS measures the business or business unit’s NPS score and is used to track competitive scores and drive management incentive plans. While Bottom-up NPS is measured directly after customer interaction at designated key [[touchpoint]]s and is considered very useful in identifying what factors drive customer loyalty. Since it is a score that has a high correlation with company profitability, it is an experience metric that is followed in most companies and added to the targets.

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