I am an avid reader of @btemkin of the Temkin Group and most of you have probably read a lot of his fantastic content. Bruce recently posted about a subject I feel passionate about and had to pass it on to you. Do Companies find value in the Net Promoter Score (NPS)?
My one spin would be to tease out B2B and B2C companies as I feel strongly B2B companies find little value in NPS. I wrote more about it in a post where I detailed the reasons why the NPS does not work for B2B companies. I just don’t understand why B2B companies invest in a metric they see little to no value.
Keep in mind:
Most aren’t impressed. Over half of respondents say that NPS is either just like or worse than other metrics. – The Temkin Group
The bottom line: Focus less on the CX metric and more on the overall program. – The Temkin Group
NPS does not give insight, actionable data, predict KPI trends or future results like retention in B2B organizations.