Calculating customers’ loyalty was never an easy task. One metric most businesses used in the past is to check the purchase history of customers. However, this cannot be effective for all industries. In the telecom industry, for instance, consumers may keep making purchases because the service is necessary but not that the company is great at delivery.   Therefore, in a bid to find out about customers’ loyalty, businesses are turning to surveys and evaluation metrics to determine which customer is likely to recommend them to their friends and why. One of these evaluation metrics is the “Net Promoter Score,” or NPS. What Is Net Promoter Score? The Net Promoter Score or NPS (as it is generally called) was co-developed by Fred Reichheld of Bain & Company, and Satmetrix Systems as a method of measuring customer loyalty. This score is used to measure the level of loyalty that a customer

According to a Forrester Report, “Every industry is subject to disruption. Only a truly agile business is equipped to respond”. Whether it’s from advancements in technology, industry disruptors, social movements, leadership and management turnover, different preferences between generations, or any number of other factors, your organization will need to adopt a mindset that can adapt and fluctuate.

A revamp in the way work is done had always been expected, but the most unexpected of all would be its catalyst—the COVID-19 pandemic. In response to the novel virus, countries across the world have implemented various health and safety measures including lockdowns and stay-at-home orders, so as to forestall the spread of the virus. As a result of these measures, organizations around the globe also advised their employees to work remotely, if their work description allows. Remote Work Prior to COVID It is important to point out that remote work is not entirely alien to the work culture. In an SHRM report,((Andrew Burmistrov, ‘ How Coronavirus is shaping the future of remote work.’ https://geekbot.com/future/how-coronavirus-is-shaping-the-future-of-remote-work/)) there was a 300% increase in companies that took on employees that worked remotely from 1996 to 2019. Before the pandemic, companies across the world, especially middle-sized and small startups are used to outsourcing their