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Referral Performance Score: A New Metric to Replace Net Promoter Score

In our Cornerstone Performance Report benchmark database, 34 of 98 banks and credit unions report that they use the Net Promoter Score metric to measure their marketing, and relationship-building, success. I've got a metric that these (as well as all) FIs should be using to replace NPS. Why Replace the NPS? Before introducing that metric, why should the NPS be replaced? While there have plenty of reasons put forth over...