What is Wrong with Net Promoter Score

Nicholas I Fisher and Raymond E Kordupleski

Papers from arXiv.org

Abstract: Net-Promoter Score (NPS) is now ubiquitous as an easily-collected market research metric, having displaced many serious market research processes. Unfortunately, this has been its sole success. It possesses few, if any, of the characteristics that might be regarded as highly desirable in a high-level market research metric; on the contrary, it has done considerable damage both to companies and to their customers.

Date: 2018-06
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