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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CX1 Keynote: NPS @Metro

Introduction and Implementation of the Net Promoter System

Optimization of the Customer Experience through Feedback Processes

Customer Centricity as Part of the Corporate Culture

Motivated Employees for a Continuous Improvement of the Customer Experience

Focus on the Voice of the Customer in the Long Term

Meet the Speaker

Maria Iankova (Metro AG) - Head of Customer Experience

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.

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