Recently talked with 3 sector-leading firms obsessed with their NP score – the % of customers who are Promoters minus the % who are Detractors. Having more people like you than not is for sure “a good thing”, and NPS advocates like to point out that firms with a high score out-perform others (never mind how the causality actually works, or what to do with it!).
But others already saw that it’s badly flawed, with illogical reasoning and a disconnect from what really matters. First, ...Continue Reading →