Reducing the Noise in Your Net Promoter Analysis
By Jeff Sauro . December 19, 2017 . Tags: Net Promoter Score, Rating Scales
A good measure of customer loyalty should be valid, reliable, and sensitive to changes in customer attitudes. For the most part, the Net Promoter Score achieves this (although it does have its drawbacks). One area the Net Promoter Score lacks in is how its scoring approach adds “noise” to the customer loyalty signal. The process of subtracting detectors from promoters may be “executive friendly” but
