Re: Good article.
It might have been sensible to point out that Net Promoter Score is actually a trade marked term, and the technique, although widely copied is actually a proprietary one.
Other than that, the article is a fair assessment of the bungled and widespread mis-applications of the tool. At the individual the article is correct, but even at company level it is flawed, because there is another level of failure, and that is that it assumes that "not recommending" is a standard level of detractor, and that's rubbish. When a customer is really disaffected, it isn't that they "wouldn't recommend" a company, they actually become quite vocal telling people to avoid a company (like I do for Virginmedia). NPS completely fails to capture those real detractors. It likewise misses out the real advocates, who individually will score a company 9 or 10, but who are a small subset of those reported 9-10s.
The real appeal of NPS is twofold: It gives a single number, so ideal for target setting and "performance measurement", and it is easily manipulated.
Biting the hand that feeds IT
