In the search for the perfect customer feedback metric there is an ongoing arms race. It started with the venerable Customer Satisfaction. Then came Net Promoter®. More recently we have seen Customer Effort Score, and another new word of mouth metric recently released. What about Net Emotional Value (NEV) or Net Value Score?
Nobody wants to be seen dead in last year’s customer feedback metric (oh the embarrassment, I could just die) but with so much choice it naturally leads to the question: which customer feedback metric is the best?