Over the past couple of weeks, I have seen quite a lot of negative feedback about Net Promoter Score®. This issue seems to not be Net Promoters as such or how to calculate the score, but whether it is a valid measurement at all.
While I’ve responded to a couple of specific blog posts, I thought it would be useful to set out those comments in a central place.
Before I start, I do need to say that my view of customer management is pragmatic. In general, I believe it to be much better to do something that is 90% right than wait for the perfect solution. As one of my earliest mentors told me: in management if you get it right 70% of the time, you’ll be doing better than most. [Read more…]