From 2019 to 2020, we saw increases across the board in the number of companies who report tracking customer satisfaction (+4%), online reviews (+4%), and NPS (Net Promoter Score) (+6%). It also looks like more companies are implementing a formal advocacy program (+5%).
Copy Text

Publication Title: 2020 State of Service Report

Source Link:
https://offers.hubspot.com/state-of-customer-service

Publication Year: 2020