A substantial number of Fortune 500 use the Net Promoter Score and even report on it in their earnings calls. The NPS is ubiquitous with some saying it even has a cult-like following among CEOs. But should it? Is the NPS actually harmful? Are there better alternatives? How do we know?
In this 3-part series, learn about NPS and it’s validity and usefulness in measuring the user experience.
In Part 1 we’ll cover:
Does the NPS predict future revenue growth?
Is the NPS better than satisfaction?
Has the NPS been “debunked” in the academic literature?
In Part 2 we’ll cover:
- Is the NPS scoring system (top box minus bottom six box) better than just using the mean?
- Do Promoters really recommend?
- Do detractors really detract?
- Is the NPS Reliable?
In Part 3 we’ll Cover:
- Is a single item sufficient to measure loyalty? What are some alternatives?
- Do you really need 11 points in the scale?
- Is asking people if they recommended better than if they will recommend?
- Are UX metrics key drivers of Net Promoter Scores?