Ironically, the Best Employees NEVER Leave

There are a few things that really get my goat:

1. The belief that Net Promoter Score (NPS) predicts revenue

2. The belief that competitive capabilities can be boiled down to “5 Ways to…”

3. The belief that asking survey participants to represent non survey participants is evidence of anything!

I think I heard the most insightful thing about NPS while attending CRM Evolution this year. Sure, I have plenty of data-based evidence that Net Promoter Score is a scam perpetrated upon unsuspecting marketers (the graphic design type). But, what I heard was just plain common sense:

“Net Promoter scores tend to be inflated due to the defection of detractors over time. Thus, they are under-represented in customer surveys.”

Over time, dissatisfied customers leave and therefore your sample is skewed to those that are satisfied. That just makes sense, right? Even disregarding all of the research from Dr. V. Kumar (and others) surrounding this simplistic number, the aforementioned common sense view of NPS is reall…