Net Promoter System Imperfections

Added by grigoreraileanu 7 years ago in
Customer Success
Retention
SaaS Metrics

Over the last decade, Net Promoter Score® has gradually become the new standard for measuring customer loyalty and satisfaction, not just for startups but for businesses around the world.

Popularly labeled as the ‘ultimate question’, NPS® survey has made the long customer satisfaction surveys obsolete (for good!), and introduced a new, simple and convenient way for businesses to measure customer happiness.

But despite its widespread adoption and incredible simplicity, experts around the world have argued that the system has inherent flaws. From not providing actionable metrics to having high statistical variance, NPS has been criticized for painting an inaccurate picture of customer satisfaction.

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