How NPS is being gamed or tricked
While Net Promoter Score (NPS) can provide insights into customer loyalty, it is not immune to being gamed. (1) One way that NPS can be gamed is by selectively surveying customers. For example, a company might only survey customers who have had positive experiences with their product or service, while excluding those who have had […]
How NPS Measures Intention, Not Real Behavior
While Net Promoter Score (NPS) is a useful metric for measuring customer satisfaction, it is important to note that it does not measure real behavior. NPS only measures intention. In other words, it measures how likely customers say they are to recommend a company, not how likely they actually are to do so. There are […]