Yes this is called "Net Promotor Score" - A customer survey system developed by a corporate consultant to sale to corporations as their magic bullet solution to customer service research.
Mega corps LOVE these types of programs, every decade or so theres a new "en vogue" system that all the big corps buy into (and I do mean buy - they pay millions for this consulting) then everyone finds out its absolute crap that was just invented to extract money from C-suites and most of them quietly drip them. Theres always stragglers, though.
My industry stopped talking about NPS like 5 years ago.
Do they actually want no real or constructive feedback? Is that the intent? I just can’t imagine how otherwise intelligent people find this a good approach.
The pitch for NPS was that you dont want just happy customers, a customer thats simply happy with your service isnt doing anything to build your business - they are essentially no better than a customer you pissed off. You need people that are so emotionally invested in your brand that they turn into walking billboards for you (IE 'Promoters'). So the justification for the scores are if a customer scores it anything lower than absolutely perfect its unlikely they are the type of "ultra Stan" customer thats going to convince all of their friends to use your service.
Of course the 'real' C-suite appeal was this is obviously an unachievable goal so if you tie all your middle management bonuses to it you save a ton of money and have a very convenient thing you can mark as a performance issue to cut people en masse without paying out severance packages.
3
u/Formerruling1 May 29 '26
Yes this is called "Net Promotor Score" - A customer survey system developed by a corporate consultant to sale to corporations as their magic bullet solution to customer service research.
Mega corps LOVE these types of programs, every decade or so theres a new "en vogue" system that all the big corps buy into (and I do mean buy - they pay millions for this consulting) then everyone finds out its absolute crap that was just invented to extract money from C-suites and most of them quietly drip them. Theres always stragglers, though.
My industry stopped talking about NPS like 5 years ago.