The GovCon Room · Episode 80: What Actually Gets Measured in a Federal Contact Center with Chip George
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measure Net Promoter Score (NPS) for customers
“It hurt us when we started going upstream because people were just like, oh, you have key man risk… after we changed to NP Digital they stopped asking what NP stands for.”
“In our benchmark of manufacturing distribution customers, 10,000 surveys, the recommendation score predicts growth better than satisfaction does.”
“Retention of customers, maintaining relationships and revenues… is usually one measure for the earn-out.”
“A fractional CMO's success is measured by hard clinical business metrics. We're talking patient acquisition cost, referral volume from specialized physicians, and brand trust scores.”
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