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Net Promoter Score: Four Problems, Two Remedies ,by Bill Price

While there are many enthusiasts for NPS, the trouble is that there are 4 main problems with it: (1) NPS doesn’t answer the critical “Why?” question, so that you can take appropriate actions; (2) You need to be mindful of regional & segment differences; (3) It tosses out the middle of the pack; and (4) It’s not measured often or broadly enough

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I’ll review these four problems and then tee up two remedies: (A) Predictive Experiences and (B) Effort and other metrics.

Problem #1: NPS Doesn’t Answer “Why?”

The first problem is that most companies stop at the point of collecting the Net Promoter Score. Let’s say they have a 36 NPS across their company with five regions or five operating units. They might say, “Well, last year was a 32 so wow, we’re doing really well. We’ve come up from 32 to 36 with more Promoters. That’s great.”

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