11/6/2019 10:15:02 AM | less than a minute read

Where Net Promoter Score Goes Wrong

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Tim Hughes

Co Founder and CEO

Get in touch

Tim Hughes

Co Founder and CEO

Net Promoter Score has been a main stay of the world of customer experience, but in a social world is it relevant?

What do I mean?

Social Media has changed commerce and it's changed society. We now all use social as part of our day-to-day work activity and never a day goes by without the news mention somebody who Twitted this or that. You might not like the changes, but it has changed. The Genie is out of the bottle.

So where do we go and complain today? Social Media.

So shouldn't NPS be a social listening exercise? We use Brandwatch but there are other tools.

So what do you think?

Yet at my agency, C Space, which helps businesses build a customer focus into the way they work, we’ve come to believe that NPS offers mostly broad strokes, akin to a compass pointing companies in the right direction. This is not to say we think it’s irrelevant. A compass is still a helpful tool. But sometimes, you need a more-detailed topographical map to navigate a rough or uncertain landscape. Sometimes, what the compass indicates is the best direction to follow actually isn’t once you take into account the on-the-ground terrain.

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