Net promoter score: Difference between revisions

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}}{{d|Net promoter score|/nɛt prəˈməʊtə skɔː/|n}}
}}{{d|Net promoter score|/nɛt prəˈməʊtə skɔː/|n}}


A silly question designed to gather sensible answers.
A silly question posed to your whole client base in the forlorn hope it will somehow yield a sensible answer.


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.  
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?
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It is hard to credit that information given under protest but still for free at the end of meaningless encounter with customer support can, when aggregated, tell the firm anything about how its customers regard it — surprise surprise, the theory behind the NPS questionnaire is based on pure, dumb [[correlation]] — and since the arithmetic behind the NPS calculation is elementary, there is a simple way to banish them from the common currency: consistently vote them ''down''. It is not a question of ''whether'' you recommend your favourite epoxy resin to your friends and family — why do you care whether they know that or not? — but whether you want to be bombarded with these stupid questionnaires. The simple answer is to vote ''no''.
It is hard to credit that information given under protest but still for free at the end of meaningless encounter with customer support can, when aggregated, tell the firm anything about how its customers regard it — surprise surprise, the theory behind the NPS questionnaire is based on pure, dumb [[correlation]] — and since the arithmetic behind the NPS calculation is elementary, there is a simple way to banish them from the common currency: consistently vote them ''down''. It is not a question of ''whether'' you recommend your favourite epoxy resin to your friends and family — why do you care whether they know that or not? — but whether you want to be bombarded with these stupid questionnaires. The simple answer is to vote ''no''.
{{Sa}}
*[[Human resources]]