NPS, the only number to grow is flawed, here’s why_Part 2

This is part 2 of the article series NPS, the only number to grow is flawed, here’s why. If you have not read part 1, you can find it here. In this part 2, we will focus on the two questions we briefly touched on in part 1.

Is NPS even the correct metric to measure?

My answer is both yes and no. My yes is for NPS as a metric but no for the way it is measured today.

Let’s look at NPS as a metric. A response to the question, how likely are you to recommend or would you recommend us, indicates a customer’s future intent. It is a leading indicator, informing about the future for the business being shaped by the current experience offered by the company. Because if it is very positive or high, then you have not just delivered satisfaction but also surpassed to delight the customer that they are willing to keep their business with you, probably buy more from you and bring more business by referring their friends and family. If it’s not positive or low, then we are at risk of losing their business as well as the potential business they could have brought from their family and friends. This view of NPS makes it a very valuable metric.

When most people say “NPS,” they are generally referring to the relationship NPS which is a recurring NPS survey sent…