Net promoter score: Difference between revisions
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Usually taking the form of a survey question along the lines “on a scale of 1-10, [[how likely are you to recommend us to a friend or colleague?]]” the [[net promoter score]] is a device intended to measure meaningful client loyalty, the likelihood of client referrals, recommendations, and the potential for repeat business. The aggregate data spinning off an “NPS” question is considered, by the sorts of people who should know better but don’t, as a good [[proxy]] for forecasting business grown and the health of one’s ''brand''; “brand” being, in this grim modern existence, ''everything''. | Usually taking the form of a survey question along the lines “on a scale of 1-10, [[how likely are you to recommend us to a friend or colleague?]]” the [[net promoter score]] is a device intended to measure meaningful client loyalty, the likelihood of client referrals, recommendations, and the potential for repeat business. The aggregate data spinning off an “NPS” question is considered, by the sorts of people who should know better but don’t, as a good [[proxy]] for forecasting business grown and the health of one’s ''brand''; “brand” being, in this grim modern existence, ''everything''. | ||
Thus, in our rubbish modern lives, we find ourselves inundated with “NPS” questionnaires for anything from yeast extract to the London Underground. They are at best a [[second-order derivative]] and in most cases just a lazy proxy for what they purport to measure. To see that this is so, ask yourself: how seriously do ''you'' take the net-promoter questionnaires that flood your inbox every day? Have you, really, ever recommended yeast extract to your friends and family? How about your internet service provider? | Thus, in our rubbish modern lives, we find ourselves inundated with “NPS” questionnaires for anything from yeast extract to the London Underground. They are at best a [[second-order derivative]] and in most cases just a lazy proxy for what they purport to measure. To see that this is so, ask yourself: how seriously do ''you'' take the net-promoter questionnaires that flood your inbox every day? Have you, really, ever recommended yeast extract to your friends and family? How about your internet service provider? What about a global corporate trust, agency and escrow services provider? No? | ||
===Scope creep=== | ===Scope creep=== | ||
Net promoter methodology is leeching away from the brand value of chocolate bars and is seeping into the management methodology of international financial institutions — weird — and, weirder still, to the performance measurement of their internal functions. Now we of the western liberal elite are surely messed-up, readers, but not so divorced from reality that any of us would honestly recommend to our loved ones our employer’s IT help or HR self-service portal. Or our [[asset manager]], [[insurance company]], debt collection agency, [[broker-dealer]] or any of the other modernists behemoths that perpetrate their its [[worst reasonable efforts]] on a systematic basis. | Net promoter methodology is leeching away from the brand value of chocolate bars and is seeping into the management methodology of international financial institutions — weird — and, weirder still, to the performance measurement of their internal functions. Now we of the western liberal elite are surely messed-up, readers, but not so divorced from reality that any of us would honestly recommend to our loved ones our employer’s IT help or HR self-service portal. Or our [[asset manager]], [[insurance company]], debt collection agency, [[broker-dealer]] or any of the other modernists behemoths that perpetrate their its [[worst reasonable efforts]] on a systematic basis. | ||