Cogito has analyzed the NPS scores for nine of its enterprise clients and found that NPS survey responses alone do not distinguish the business-relevant impact of agent performance on customer experience in an operationally relevant time frame. By contrast, Cogito’s Customer Experience (CX) score enables call center managers to make agent performance evaluations in two days or less, a much shorter timeframe than the three to twelve months needed to make a similar conclusion with NPS.

This paper presents a quantitative analysis of NPS and CX scoring data from multiple Cogito clients, along with guidance for sample sizes needed to make data-driven decisions based.