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December 9, 2021
Today on RBDR: Net Promoter Score creator Fred Reichheld told customer experience futurist Blake Morgan a handful of reasons why NPS is not delivering accurate results. Primarily, it’s because too many NPS users are asking the single question in an overly sloppy fashion.
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RFL Communications, Inc. 
Dennis Murphy (retired market researcher): NPS was created during the height of the “dashboard era” when busy executives knowingly swallowed the Tolkienesque notion of one measure to rule them all. It never made sense and many of us fought it with sadly little effect because it was tasty kool-aid.
Beyond its insulting oversimplification of customer behavior and it’s statistical non-parametric properties, lies a seldom if ever discussed more fundamental concern – recommendation means different things to different folks. Some folks are more prone to making recommendations than others. If I really thought I had a something special, why would I want to recommend it to someone who might be my competitor?
NPS has been a garbage measure since its inception.
Anne Camille Talley:”Agreed. I am dismayed by being often asked the question well before the brand interaction is complete.”