In theory, theory is great but in practice theory doesn’t work – Is NPS dead?

Has Net Promoter Score gone passed its shelf life? On a scale of 1-10 what would you respond? And would you kindly refer me to a friend?

Seriously though the popular NPS (well with certain executive teams) seems to have run its course.

This last year has seen a clutch of leading companies coming to the same conclusion, simply put we have to get more scientific about the Customer Experience.

Share and review the latest observations:

http://blogs.forrester.com/richard_evensen/11-04-18-stop_using_nps_net_promoter_score_but_please_save_the_question

http://www.research-live.com/features/net-promoter-score-under-attack/2001829.article

http://www.percepta.com/regions/europe/resources/white-papers/net-promoter-score-single-question-scoring-system-work/#sthash.P8VEyCuf.dpuf

http://blogs.teradata.com/international/why-net-promoter-score-is-not-a-true-measure-of-customer-satisfaction/

https://experiencematters.wordpress.com/2014/01/27/why-net-promoter-score-may-not-align-with-business-results/

The post In theory, theory is great but in practice theory doesn’t work – Is NPS dead? first appeared on CX Obsession - for Process & Experience Professionals.

The post In theory, theory is great but in practice theory doesn’t work – Is NPS dead? appeared first on CX Obsession - for Process & Experience Professionals.