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Do not lose sight of the power of continuous improvement on your services and products. (Shutterstock) Do not lose sight of the power of continuous improvement on your services and products. (Shutterstock)

In normal times, we use customer experience metrics like Net Promoter Score (NPS) to provide valuable insights into the performance of products and services. A successful launch of a new feature might be measured by an improvement of just 1-2 points. And similarly, a small downward change in NPS can signal the failure of a change in process.

Of course, these are not normal times. NPS scores across all sectors are experiencing wild swings, often with no changes to program features or processes.

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