NPS: The F—/Marry/Kill of Customer Satisfaction

Title censored out of respect for corporate email filters.

A few years back, NPS came up in conversation. (It was a wedding, so, you know, naturally.) The person I was talking to scoffed and said he’d run an experiment that showed NPS was nonsense.

He explained that he had surveyed his customers, asking if they would recommend his platform to friends or family, and then tracked how many went on to use the recomm…