The Referral Performance Score trumps the Net Promoter Score by measuring actual referral behavior and relationship growth.
A new report from Aite Group introduces and defines a new metric for financial institutions seeking to understand drivers of customer loyalty. The Referral Performance Score overcomes the shortcomings of the Net Promoter Score, which has for years been the industry standard for measuring loyalty drivers.
In the past decade, the Net Promoter Score has been adopted by many companies across a range of industries....