Exploring TSIA's KORE Score as a Replacement for NPS

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I just learned about TSIA's KORE score which they say is a replacement for NPS. Would love to hear anyone's perspective on this!

Sarah Betts
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I am so glad you are writing one, because then you can re-word this question into English
“What is the likelihood that your company will already receive the expected value/outcomes from our product or service?”
A Ko
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Miles Goldstein thank you! I look forward to your article!
A Ko
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Sarah Betts I can't believe that's the KORE question! I couldn't find it for the life of me - just the scale and anchors. 😂 😂 😂
Miles Goldstein
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The article has just been published. "KORE" is only covered in a short paragraph toward the end. I paraphrased that funky question to: "Is the customer achieving the goals they expected with/from your product?"
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A Ko
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Great article, Miles Goldstein! My previous company did exactly what you're saying not to do - we over-emphasized CSAT, AHT, FCR etc. without digging into the details and did not define clear outcomes.
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