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> (The most irritating — and by far the most common — reason companies seem to measure NPS is that it’s standardized, but more importantly that everyone else do
by rkk3 5y ago
> (The most irritating — and by far the most common — reason companies seem to measure NPS is that it’s standardized, but more importantly that everyone else does it. Which is fine for one-time-use benchmarking, but not a good basis for internal KPIs.)
Except the alternative isn't to stop tracking NPS the alternative is to use unstandardized customer survey metric's, this is worse because you have no true industry comparison & can be gamed more easily since they define the formula!
- itsdrewmiller 5y agohttps://www.qualtrics.com/experience-management/customer/what-is-csat/ https://www.qualtrics.com/experience-management/customer/wha... is another standardized alternative, that I suspect would suffer less from the problems in the article.
- rkk3 5y agoCSAT is not standardized and there are many ways to calculate it, one of which you have linked. I've seen firsthand many of the largest brands calculate it differently.
- itsdrewmiller 5y agoYeah, I agree it doesn't have the universal agreement on implementation that NPS does. Here's an alternative that I believe does and is referenced in some of the NPS skeptical research: https://en.wikipedia.org/wiki/American_Customer_Satisfaction_Index https://en.wikipedia.org/wiki/American_Customer_Satisfaction...
- rkk3 5y agoThat "measures the satisfaction of consumers across the U.S. economy", very different from Brand's Customer Experience Surveys. Having worked as a software vendor in the CX field, I saw a lot of different implementations of the "same" survey metrics. NPS was only standardized one (I think because its from b school in the 80's).
- itsdrewmiller 5y agoNevertheless it seems to be roughly as predictive of growth - https://web.archive.org/web/20200716065914/https://pdfs.semanticscholar.org/dfe0/4f3d83fee37a617d9cacfebc331605dc4bfc.pdf https://web.archive.org/web/20200716065914/https://pdfs.sema...