Tag: metrics

What Your Net Promoter Score Doesn’t Tell You

What Your Net Promoter Score Doesn’t Tell You

I recently had a client ask me, “Why did my Net Promoter Score stay the same while my overall satisfaction numbers went down?”  Good question.  The Net Promoter Score (NPS) is based on a simple question: How likely are you to recommend the company to a friend or colleague?  This yields an easily understandable metric …Continue Reading