Why NPS Falls Short in Ecommerce, and the Case for Earned Growth Ratio as a Better Metric
Retail TouchPoints
APRIL 16, 2024
Customer satisfaction and loyalty are paramount in today’s competitive ecommerce landscape, since customers have countless brands, retailers and marketplaces to choose from. For a more reliable and actionable picture, businesses need metrics like Earned Growth Ratio (EGR). One negative interaction can easily drive them away.
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