Top Down NPS / Benchmark NPS / Relationship NPS

Abbreviation:  
B-NPS / R-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.

Featured Content

Our favourite e-books, articles, CX Glossary entries and webinars available on the Pisano Academy.

Don't Miss a Beat

Stay in touch with the latest news, strategies and trends. Start your Pisano Academy Subscription for free Now.
Subscribe Now