Beyond NPS – why the ‘silver bullet’ CX metric misses the mark.

There is a saying that “you deliver services the way you evaluate them”, yet most organizations lean on one-size-fits-all metrics, like ‘Net Promoter Score’ or ‘Likelihood to Recommend’ to as the ‘silver bullet’ measurement to assess their impact on the user experience. But what does a score like NPS tell about the actionable tactics, or moments in an experience? 
As organizations invest in delivering customized user-centered experiences, measuring their success and impact on the ecosystems they touch goes beyond the standardized CX metrics. To deliver more user-centered services and drive desired behaviours, organizations must shift from an output- to an outcome-driven perspective. We need to find new ways to translate user needs and behaviours into quantifiable and actionable measurements – at the convergence of behaviour and sentiment, operational and experience metrics, user and organizational perspectives.


Marie Serrano, Policy Innovation Hub, Ontario Government

Marie strives to empower the government to tackle complex policy challenges in a collaborative and human way, combining Service Design methodologies and system thinking.

At the Ontario Policy Innovation Hub, Marie applies a human-centric approach and a deep understanding of complex systems to build partnerships, shift mindsets, and develop innovative policies across ministries. Prior to joining the Ontario Public Service, she guided multiple large private and nonprofit organizations in successfully developing multi-channel experiences and internal participative frameworks.
As a Service Design advocate, Marie has trained multiple teams in Service Design fundamentals across sectors and spoken at the Better By Design conference, Service Design Toronto and the OPS Service Design Community of Practice events.



Katherine Monteith, Design Strategist, Bridgeable 

Katherine is passionate about the discovery process – uncovering unexpected user insights that translate into opportunities to make our interactions with people, services, and businesses better. As a design strategist and project leader at Bridgeable, she leads multi-disciplinary teams of researchers, designers, and strategists to help clients create engaging, game-changing experiences that benefit the user, and create value for the business.

As a Service Design champion, Katherine helps organizations build their own networks of Service Design ambassadors through capacity building, training programs, speaking engagements, and hands-on skill building. With deep experience in experience and brand strategy, she’s been lucky enough to work with many amazing clients across five continents and multiple industries – including CIBC, John Deere, The Ontario Government, OLG, Plan International, Petro-Canada, Qualcomm, RBC, TELUS, TTC, and many others.  

As a true left brain/right brain thinker, Katherine holds an International MBA from IE Business School in Madrid, and a Bachelor of Design from York University and Sheridan College.