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NES Outshines NPS: The Key to Customer Loyalty in 2025

NetPromoterScore-vs-NetEasyScore

In 30 seconds

The Net Easy Score (NES) has stepped out of the Net Promoter Score’s (NPS) shadow, becoming the key to customer loyalty in 2025. NES measures how easy it is to resolve issues or complete tasks, using a 7-point scale. Unlike NPS’s loyalty focus, NES targets friction reduction, which a 2024 HBR study says drives loyalty 2.4 times more than delight. Companies like MECCA (83% NES) and Bendigo Bank (79% NES) excel by simplifying processes. In 2025, NES is the mindset for lasting customer relationships.

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