7 ms·
Net Promoter Score is how we measure Customer Satisfaction. Amazon is good but not as much breadth as we'd like from our customer base.
by johmas 13y ago
Net Promoter Score is how we measure Customer Satisfaction. Amazon is good but not as much breadth as we'd like from our customer base.
- aagha 13y agoWhat was the size of your N for a given month? Net Promoter can be highly flawed due to the following: - It's a composite index and so the margin of error (MoE) for your promoters and seperately for detractors combine to create a NPS MoE which, unless your N was sizable, could be quite large - Due to the previous point, it's hard to trend NPS; if your MoE is +/- 10 points in two seperate periods of time, unless you had a HUGE swing in your NPS score (which is another problem w/ small N's when calculating NPS) its hard to tell if your NPS score (really) went up or down - I've seen many cases where the NPS score has "gone up" period over period, but the number of promoters actually decreased; did you look at the data deep enough to make sure that didn't happen?