Honest critiques and validity questions around NPS® and feedback metrics.
Most arguments about whether NPS works rely on the one or two studies that support whichever side is making the argument. Here's the full reading list, for and against, primary research only, in one place and kept current, so you can read both sides and make your own call.
There's a recurring critique that NPS doesn't actually measure anything real. It's a fair question, and it deserves a proper answer rather than a defensive one. Here's a pragmatic case for using a methodology that works, even when no one can fully explain why.
Academic critiques of NPS keep arriving, and a couple of them are worth taking seriously. Most aren't. Here's a walk through one widely-cited paper that gets the logic, and the methodology, backwards, and what it tells us about the wider debate.
A widely-shared ClickZ piece called out NPS for being statistically broken, methodologically arbitrary, and fundamentally wrong. It misses on all three. Here's a line-by-line response, useful the next time you see the same critique re-circulating on LinkedIn.