I suppose most people in IT have encountered the Net Promoter Score (NPS) in some form. If you’re unfamiliar with it, just check out the Wikipedia article.
In brief, the Net Promoter Score (NPS) is a metric used to gauge customer loyalty and satisfaction. It’s calculated by asking customers how likely they are to recommend a product or service on a scale from 0 to 10. The score is then derived by subtracting the percentage of detractors (those who score 0-6) from the percentage of promoters (those who score 9-10).
It sounds good, and for a time, it served its original purpose well!
Continue reading The NPS Is Dead – How we killed it with Incentives