NPS - Don't Cast Too Many Stones

Net Promoter Score (NPS) is a popular measure used by executives to gauge the pulse of their customer. Although the measure is embraced by executives, it is often shunned by researchers.

NPS's original linkage claims may have been over-exaggerated, but its uncertainty in this area is often shared by other measures. Furthermore, NPS as a one-item questionnaire is a bit naïve, but when used with other questions a road plan for improvement can be developed. Market Probe's white paper "Understanding and Increasing NPS" (WP8) discusses the above issues and how to utilize analysis techniques suited to NPS's classification of: Promoters, Passives and Detractors.

To receive a copy of the white paper, go to our Request for Information page.