B
Evidence Grade B
Graded
under review
Safe to Cite
Current
37%
37% -- net promoter score increase for organizations with formal moment identification protocols (2026)
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Lighthouse Research Team
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Source verified
Evidence graded
Value
37%
Unit
Percentage
Data Vintage
2026
Entity
Evidence Quality
B
Strong, reliable evidence
Sourced from a well-regarded research firm or industry leader with transparent methodology and a reasonably large sample.
Single source - not yet corroborated
Score breakdown
Extraction
95
Source Trust
50
Citation Chain
20
Independence
30
Methodology
45
Freshness
86
Source
Adaptive Path
Primary
Tier A
https://www.rajivgopinath.com/blogs/marketing-hub/consumer-experience-and-engagement/loyalty-and-adv… ↗
Source Article
Moments of Truth How They Influence Loyalty - Rajiv Gopinath
Moments of Truth: How They Influence Loyalty
The realization hit Ram during what should have been a routine customer service call. After thirty minutes navigating an airline's automated system following a canceled flight, he finally reached a human representative. Rather than reciting policy, she im…
Original Research
Adaptive Path
· Original study ↗
Methodology
Research from Adaptive Path
Methodology documented
Segmentation
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Plain Text
organizations with formal moment identification protocols: 37% net promoter score increase. Source: Adaptive Path (2026). Via Lighthouse Intelligence -- https://lighthousedata.io/data/higher-net-promoter-scores
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<blockquote cite="https://lighthousedata.io/data/higher-net-promoter-scores" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>37%</strong> -- net promoter score increase for organizations with formal moment identification protocols<br><small>Source: Adaptive Path (2026) · <a href="https://lighthousedata.io/data/higher-net-promoter-scores" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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