How Harmful is the Net Promoter Score?
Separating the Data from the Diatribes
Jeff Sauro, PhD
The Net Promoter Score is widely used, but not necessarily widely loved. Many organizations have adopted the NPS as the key metric, often to be collected in every survey, usability test and customer interaction. But does the NPS cause more harm than good? Is the NPS a valid and reliable metric or is it fatally flawed? In this talk Jeff will address six of the most common concerns about the Net Promoter Score. He’ll summarize the published literature to help researchers separate the data from the diatribes to make more informed decisions about the NPS.
Agenda 6pm-6:30 Mingle & Meet — The talk will be 45 minutes and start at 6:30pm followed by Q&A.
Schedule:
6:00-8:00pm PDT
Location:
Chegg, Santa Clara – 3990 Freedom Circle, Santa Clara, CA 95054 (ample on-site parking is available)
Contact:
Julie Baher (jbaher@baychi.org) 650-678-6734
Event Registration (Free – Evite RSVP)
