It makes little sense to measure the experience of a customer with a negative aspect such as a complaint, by asking to what extent they would recommend the company to others. In cases like that, the Customer Effort Score can do the trick.
The NPS score is a commonly used term in marketing land. But what exactly does this Net Promoter Score (NPS) mean? The NPS is an indicator of recommendation behavior from your customers. So it shows how loyal your customers are.
Customer loyalty is often a major objective within Customer Experience. You can analyze loyal behavior, for example from your sales figures or your CRM system. How do you find out about the customer's experience with your organization and how does this experience influence the intrinsic conviction (from the heart) and the loyal behavior of the customer?