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Research Report
The KORE Score Framework
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February 1, 2024
Overview
Challenges
Organizations are experiencing a 5% annual decline in their reliance on NPS, highlighting its inadequacy in accurately reflecting customer sentiment. This report introduces an alternative metric - the KORE Score - which offers a structured approach to measure customer relationships using a simplified scale.
Summary
The report introduces the KORE Score Framework as a more reliable alternative to the Net Promoter Score (NPS) for measuring customer metrics like retention, renewal, and overall brand reputation. It addresses the limitations of the NPS and provides tools for organizations to enhance their forecasting accuracy and customer insights using a structured approach. By focusing on key relationship questions, the KORE Score aims to instill greater confidence in organizational metrics.
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