So, Gartner predicted that, by 2025, 75% of companies will stop using NPS to measure their customer support program.
I’m calling BS.
Now, I am a bit jealous, because it’s great click bait. I can just picture the folks at Gartner sitting around, thinking, “Wow – Forrester got a lot of interest when they predicted that one out of four CX people will lose their job. What can we do that will create similar buzz? I know! Let’s make a dramatic prediction that’s close enough to feel imminent, but far enough away that nobody will remember it when it’s time to see if we were right!” Read more