Net Promoter Score (NPS) metrics are not enough

Anything that focuses on customers is heading in the right direction. Jeff Sauro calls the Net Promoter Score (NPS) “a reasonable proxy for historical or current revenue in some industries and potentially for future revenue and likely self-reported customer retention”. Conversely, Jared Spool believes that the science behind NPS is “wacky” and that NPS’ biggest … Continue reading Net Promoter Score (NPS) metrics are not enough