Kevin Harrington

The flaw with Net Promoter Score

Everyone is entitled to my opinion.

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Kevin Harrington

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I’ve long been a doubter over Net Promoter Score (NPS); it has always seemed a bit blunt and fails to pick out the issues for me.

Confirmation bias is a thing I am wary of, but this article sets out some reasons why Net Promoter Score can fail: https://blog.usejournal.com/net-promoter-score-considered-harmful-and-what-ux-professionals-can-do-about-it-fe7a132f4430

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Kevin Harrington Partner
Kevin Harrington is a Partner at Exit Factor UK, helping SME owners increase business value & build a rewarding, well-planned exit. Former CMO at BBC Worldwide.
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Marketing B2B Marketing Maximising Business Value Product Marketing
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