On: Net Promoter Score Considered Harmful

[CharlesW]

> Well, let's let the author try to convince you that NPS is a harmful, horrible number to summarize a company's performance on.

This is not how it's used in practice. Meaning: No company measures performance based solely on an NPS metric. NPS is one data point among many used to measure company performance.

There's no more sense in demonizing NPS as there is in worshipping it.

[hobs → CharlesW]

In practice, I have worked at several companies that have only used NPS as a metric.