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I’m biased — I like the Net Promoter Score system, and I’m going to tell you why (in a minute). But, I also think we need an unbiased perspective on NPS, one that airs the dirty laundry, so to speak. Net Promoter Score is both a customer loyalty metric and a system for improving loyalty over time. NPS isn’t a perfect metric. It’s also not a complete system. But, most of the people talking about NPS are the ones touting it, which means you’ll rarely find a genuine report of its pros and cons.

Well, that’s exactly what I’m doing here.

  • LA

    Lisa Abbott

    over 3 years ago #

    I like the how you say NPS must be part of a strategy to improve customer experience. If a company is not moving toward customer centricity, the NPS score itself is not going to get you anywhere.