Adam Ramshaw · Net Promoter Score®
It’s time to stop giving people Net Promoter Score® targets
Search for how to set NPS targets and the internet is near-unanimous: set SMART goals, cascade them to teams, put a slice in the bonus. Half of CX teams do exactly that. In our experience it backfires; the score gets gamed, intrinsic motivation dies, and the customer experience quietly gets worse. Here’s the evidence, and the approach that actually moves the number.