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Net promoter score: Difference between revisions
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{{image|Net Promoter Score|png|How to vote if you find NPS questionnaires tiring.}} | {{image|Net Promoter Score|png|How to vote if you find NPS questionnaires tiring.}} | ||
}}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, recognised by [[those who know]], 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 [[those who know]], as a good [[proxy]] for forecasting business grown and the health of one’s brand. | }}{{d|Net promoter score|/nɛt prəˈməʊtə skɔː/|n}} | ||
A silly question designed to gather sensible answers. | |||
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, recognised by [[those who know]], 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 [[those who know]], as a good [[proxy]] for forecasting business grown and the health of one’s brand. | |||
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? | ||
===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. | ||