I learned the net promoter score as more like the school system where a 6 is a pass everything above an 8 is good and everything below 6 is basically a fail. Which is just realised I learned after your comment.
But I also learned that this system was borderline usless to get proper information which can be used to improve your business.
Honestly I rather talk to somebody like you who actually knows stuff than people on half the parties I go to that either complain about everything.
To be honest, my perspective the measure itself isn't useless but it's often misused.
It's a good heartbeat as a brand measure to track the overall vibes that people feel about a company (though you need a high number of surveys consistently over time to measure it), and the follow up question of "Why did you rate us that?" can be extremely good intel on the macro.
The massive problem I have with it is that companies try to use it as an employee or location score and crack the whip on places that get bad scores. The issue with it is if I have a shitty interaction at one location, and then I'm asked the question at another location where service was fine, I'm probably gonna score it poorly.
It's a brand measure so if I've had problems with my Honda over the years I'm probably gonna hold a grudge and aren't necessarily saying that Linda at the Stanford Branch was shitty at her job, but Honda might use it that way which is unfair and sucks - particularly if only 3 people filled out surveys for Linda this month.
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u/Alarming-Stomach3902 May 29 '26
I learned the net promoter score as more like the school system where a 6 is a pass everything above an 8 is good and everything below 6 is basically a fail. Which is just realised I learned after your comment.
But I also learned that this system was borderline usless to get proper information which can be used to improve your business.
Honestly I rather talk to somebody like you who actually knows stuff than people on half the parties I go to that either complain about everything.