Net Promoter Score (NPS) has established itself as a leading measure of the customer experience and is one that has been adopted by many companies. The concept suggested by NPS of customers as ‘promoters’ or ‘detractors’ is initially appealing, and one can see why a generation of business executives picked NPS as their engagement tool of choice. After all, who wouldn’t want a customer eagerly promoting your product for you? In this article Mark Hayton and Phil Mercy examine Nokia’s customer experience metric “Customer Perceived Value” and how it can be used to inform the customer experience of HR.

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