The great debate about the prediction ability of Net Promoter Score (NPS®) continues apace. With any change or new idea, there are those that embrace the idea and there are those that reject the idea.
While I consider myself in the embrace camp, I believe that I am so from an empirical, “we need to get things done”, stand point. I am happy for NPS to be replaced when someone comes up with an empirically better approach.[Read more…]