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 like Net Promoter Score?
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.