What is this post? In this post, I hope to convince companies and their investors to stop using Net Promoter Score (NPS) as a KPI. NPS fails on basically two dimensions: first, it doesn’t say very much. Second, it suffers from an unreasonable amount of variance, which makes interpretation potentially misleading.
NPS isn't particularly useful
NPS isn't particularly useful
NPS isn't particularly useful
What is this post? In this post, I hope to convince companies and their investors to stop using Net Promoter Score (NPS) as a KPI. NPS fails on basically two dimensions: first, it doesn’t say very much. Second, it suffers from an unreasonable amount of variance, which makes interpretation potentially misleading.