Net promoter score considered harmful (and what UX professionals can do about it)
You have probably been asked in a customer satisfaction survey how likely you would be to recommend a company to a friend or colleague. This is used to measure the net promoter score, and it has become very popular.
Here, Jared Spool has comprehensively outlined why net promoter score is not as valuable as businesses hope.
As usual, the problem is that net promoter score is a tool that has been sold as a silver bullet — “This number is the one number you need to grow. It’s that simple and that profound.” And businesses looking for a silver bullet have lapped it up.
But of course, reality is much more complex than that. Net promoter score, when applied consistently by a business, probably does have some value. But it should be used as just one tool of many that you should be using to ensure you are meeting your customers’ needs.