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 Part 1 we covered the fundamentals of the NPS, critically examined its validity and reported on our own analyses about its ability to predict future metrics and compared to satisfaction. In Part 2 we covered the justification for the scoring system of the Net Promoter Score and its reliability.
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?