Net Promoter Score (NPS) discussion

The raw NPS score (0-10) is a satisfaction measure, no better or worse than any other. It does _not_ tell us a lot of people are actually recommending us, since the attitude-behavior gap is huge on this topic.

— Bruce Clark (@bruceclarkprof) August 20, 2019

I think trend and qualitative drivers are a great way to think about any metric. Interestingly, even if a metric is bad, if it is _consistently_ bad in the same way, the trend can still tell us something. The mean will be wrong, but the increment may well be right!

— Bruce Clark (@bruceclarkprof) August 21, 2019

For a dashboard/chart version of NPS, one simple visual is to have a bar chart of % promoters, passives, and detractors. Shows the distribution, which can be informative.

— Bruce Clark (@bruceclarkprof) August 21, 2019

Agree. I’m always looking at number of promoters over time. And detractors. Often at a site level, for example. These numbers can be more illuminating than the calculated NPS number.

— everard hunder (@everardhunder) August 21, 2019

I've worked a lot with satisfaction surveys and the distributions can be very illuminating. Also, not likely to come up in many management situations, but the statistical properties of indices constructed by subtracting two other scores can be odd. Working with 0-10 is safer.

— Bruce Clark (@bruceclarkprof) August 21, 2019