On: Net Promoter Score Considered Harmful

[madeofpalk]

I think it depends on how the organisation is using NPS. If the company itself is cheating on NPS, then it’s cheating itself.

It’s like “Capital A” Agile. Sure, it’s easily gamed, but only only screwing over yourself when you do that.

[jmspool → madeofpalk]

I'm sure all the executives who are getting bonuses based on NPS improvements feel that gaming the system is cheating themselves.

How many executives get bonuses for a gameable version of Agile?

[madeofpalk → jmspool]

Again, comes down to the company I guess. I’ve never worked at a place where execs get bonuses based on NPS

[Domenic_S → jmspool]

Not convincing, considering executives often set their own goals.