NPS is not just an abbreviation, it is a holistic system that is part of METRO's DNA. The company strives to bring customer centricity into the heart of their actions. The Net Promoter System allows them to improve overall customer experience by building relationships with their customers, as well as their employees.
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Maria Iankova has been Head of Customer Experience at METRO AG since November 2018. Prior to that, she was part of METRO AG's strategy team, after having worked in various positions in customer and offer management at METRO Cash and Carry Bulgaria.
Customer Retention and CX Insights