Source note · CSAT and NPS surveys in contact centers
The Harvard Business Review article 'Stop Trying to Delight Your Customers' by Matthew Dixon, Karen Freeman and Nick Toman appeared in the July-August 2010 issue and argued against the assumption that delighting customers drives loyalty.
Checked 2026-10-02
- Vendor
- not restricted
- Product
- not restricted
- Subsystem
- CES history
- Deployment
- not restricted
- Region
- not restricted
- Release range
- historical
- Checked
- 2026-10-02
Sources
- Stop Trying to Delight Your Customers — Harvard Business Review · tier 4 archived vendor documentation · article metadata and summary line
Cite this note
APA
WarmTransfer. (2026, October 2). CSAT and NPS surveys in contact centers: source note contact-center-surveys-csat-nps-ces-origin-hbr-2010. WarmTransfer. https://warmtransfer.net/knowledge/claims/contact-center-surveys-csat-nps-ces-origin-hbr-2010
BibTeX
@misc{warmtransfer-claim-contact-center-surveys-csat-nps-ces-origin-hbr-2010,
title = {CSAT and NPS surveys in contact centers: source note contact-center-surveys-csat-nps-ces-origin-hbr-2010},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/contact-center-surveys-csat-nps-ces-origin-hbr-2010},
note = {Source note contact-center-surveys-csat-nps-ces-origin-hbr-2010, checked 2026-10-02}
}