What is often considered the most common metric to capture in a relational study?

Net Promoter Score (NPS) is frequently regarded as the most common metric in relational studies because it effectively gauges customer loyalty and satisfaction by assessing how likely customers are to recommend a company or product to others. This metric is straightforward, using a simple scale that helps organizations understand their customers' overall experience and perception of their brand.

NPS provides clear insights into customer sentiment and can drive actionable changes to improve retention and customer relationships. Additionally, its widespread adoption across industries allows for benchmarking against competitors, enhancing its relevance in relational studies where understanding customer loyalty is essential.

In contrast, Customer Satisfaction (CSAT) primarily measures satisfaction at a specific interaction point, which may not fully capture the broader relational aspect of customer loyalty over time. The Customer Experience Index (CX Index) and Customer Experience Score (CEX Score) also focus on overall experiences but may not be as universally recognized or trusted as NPS in relational contexts.