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Flaws In The Net Promoter Score: Part 2 of 2

Following up on my last post, this post tells you about a second flaw in the Net Promoter Score. While NPS is widely used to gauge customer loyalty, it might not be the most accurate reflection of true customer sentiment. NPS asks customers how likely they are to recommend a product or service, which is an implied measure of satisfaction. However, it doesn't directly address the question of how customers actually feel about their experience.




Here's the catch: a customer might still recommend a product or service even if they're not fully satisfied, especially when there are limited alternatives or if the brand is a well-known industry leader. In such cases, their recommendation could be more about necessity or familiarity rather than genuine satisfaction.


By relying solely on NPS, companies may overlook valuable insights into the specific emotions and experiences driving customer behavior. To truly understand and improve customer sentiment, we need to better understand what is most important to the customer together with how well you are delivering on their needs to capture the full range of customer feelings and feedback.


Finally, I am not saying don't use NPS, but let's challenge ourselves to go beyond NPS and dig deeper into what our customers are really thinking.

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