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Why NPS and CSAT Hurt More Than They Help
Jun 3, 2024
The podcast delves into why NPS and CSAT scores may be outdated, and how AI offers better ways to measure customer satisfaction. It discusses real-time insights into customer sentiment, operational excellence driven by AI, and even an AI-powered robot giving a commencement speech. AI's role in improving decision-making and enhancing customer relationships is highlighted throughout the lively discussion.
31:28
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Quick takeaways
- NPS and CSAT scores are outdated, AI offers real-time insights for customer sentiment analysis.
- AI drives operational excellence by optimizing production schedules and integrating with human operations.
Deep dives
Net Promoter Score - An Outdated Measurement?
The podcast questions the effectiveness of the Net Promoter Score (NPS), highlighting its limitations in truly capturing customer sentiment. NPS, created in 2003, is criticized for being stale, anecdotal, and lacking real-time data. The discussion stresses that NPS is not an operational tool but more of a compass indicating general direction. The need for a modern, data-driven approach to measuring customer satisfaction is emphasized.
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AI-powered
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Discover
highlights
Listen to the best highlights from the podcasts you love and dive into the full episode