I like the idea of a Net Promoter Score (NPS). I don’t think it makes sense to ask only one question and judge a company on one score - lots of smart people have debated the merits of focusing on one metric like NPS and I’m not sure the dust has settled yet.
But when mixed with other data from social media, research projects and data trends - the idea of a score, like NPS, that drives improvement in customer service seems like a good thing.
NPS, by itself, doesn’t give businesses much to work with. NPS needs other data sources for context and to be actionable. However, the great thing about NPS is that employees can rally behind something that puts the customer first.
My 2 cents on NPS for a Monday afternoon tale …