Written by Jenn Day | Jun 18, 2024 4:23:29 PM
Read the Financial Brand article here.
Here is a brief summary:
- Customer surveys and Net Promoter Scores (NPS) are unreliable for measuring true customer satisfaction.
- Many consumers feel pressured or incentivized to give high ratings, leading to skewed data.
- Alternatives to NPS, like customer journey analytics, offer more detailed insights into customer behavior and satisfaction.
- Digital banking’s growth offers both opportunities and challenges in measuring and enhancing customer engagement.
- Financial institutions need to invest in advanced digital experience platforms (DXPs) for better customer insights.