How successful is NPS as a way of measuring customer satisfaction and loyalty?
Despite its popularity and widespread use, NPS has significant limitations which are often not discussed. This paper identifies and discusses those limitations.
Content
- Introduction
- Net promoter score
- Why companies use NPS
- The limitations of NPS
- Timing
- Ignores actual customer behavior
- Places too much emphasis on detractors
- NPS is not the best predictor of growth
- Conclusion
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