Professor John Dawes wrote an article titled Why Net Promoter Score is Actually a Bad Tool and What to Use Instead. Continue reading “Why Net Promoter Score is Actually a Bad Tool and What to Use Instead”
A Twitter discussion on Net Promoter Score (NPS) with Bruce Clark, Paul Bailey, Andy Hooper, Everard Hunder, and others. My takeaway: The formula is flawed (as Jared Spool ably pointed out), so the calculated “score” is meaningless, but thoughtful trend analysis of underlying data as well as verbatim comments can provide insights. Some highlights: Continue reading “Net Promoter Score (NPS) discussion”
Samuel Scott wrote an article for The Drum titled Is NPS truly ‘the growth marketer’s secret weapon’ or more ‘snake oil and fake science’? NPS stands for Net Promoter Score. Continue reading “Is NPS the growth marketer’s secret weapon or snake oil?”
Jared M. Spool wrote an article titled Net Promoter Score Considered Harmful.
Net Promoter Score (NPS) is calculated based on a one-question customer survey. “‘How likely are you to recommend [COMPANY] to a friend or colleague?’ On an eleven-point scale, with zero marked as Not At All Likely and 10 marked as Extremely Likely, respondents pick a number.” Continue reading “Net Promoter Score Considered Harmful”