Have to give a shout out to Jared Spool over at UIE for his recent blog post about the Net Promoter Score.
Even though the NPS metric has been debunked there are many businesses still using it.
Jared's post is nicely detailed for anyone looking to educate themselves about the issues associated with using NPS.
Even though the NPS metric has been debunked there are many businesses still using it.
Jared's post is nicely detailed for anyone looking to educate themselves about the issues associated with using NPS.
What I particularly liked about Jared's take was the following:
Jared points out the user experience online can't be reduced to a single number. I agree. I also know the same holds true for offline customer experiences as well. Customers are influenced by any number of variables during their journey including those related to price, product features, customer service, brand. Asking them to 'sum up' their experience the way NPS expects them to, renders their response useless. The devil is always in the details.
Read Jared's article here.
- His own experience comparing NPS with qualitative research, using the same participants and finding that the results differ
- How NPS can be 'gamed', hence rendering it unreliable and invalid as a metric
- Alternatives to NPS, including always asking why
Jared points out the user experience online can't be reduced to a single number. I agree. I also know the same holds true for offline customer experiences as well. Customers are influenced by any number of variables during their journey including those related to price, product features, customer service, brand. Asking them to 'sum up' their experience the way NPS expects them to, renders their response useless. The devil is always in the details.
Read Jared's article here.
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