Which KPI is most relevant?

The company wants to assess brand loyalty and potential for referrals .

Which KPI is most relevant?
A . Customer Satisfaction (CSAT) Score
B . Net Promoter Score (NPS)
C . Average Contact Handle Time (AHT)
D . Case Resolution Rate

Answer: B

Explanation:

The Net Promoter Score (NPS) is a critical KPI for assessing brand loyalty and the likelihood of customers to refer others to a business. NPS measures how likely customers are to recommend a company’s product or service to others, serving as a strong indicator of customer loyalty and overall satisfaction with the company. Thus, "B. Net Promoter Score (NPS)" is the most relevant KPI for assessing brand loyalty and potential for referrals.

Reference: Salesforce Blog on Net Promoter Score