On: Net Promoter Score Considered Harmful

[mercwear]

NPS is great when used and managed correctly. Unfortunately most companies send out an NPS survey and ONLY look @ the score. The score is a lagging indicator of the company taking time to actually read the comments gathered from the NPS survey and act on them to improve the customer experience.

NPS is not harmful, poor leadership and failure to correctly manage a feedback program is.

[mathattack → mercwear]

Exactly. Also, many execs do wrong comparisons on the score. (Comparing across industries, for example)

The real lessons are in the verbatims.

[danaseverson → mercwear]

You are exactly right. Most criticisms of NPS as a system are based on a single component (overall score) or bad execution.