NPS is a valuable customer experience tool, and companies everywhere are using it to improve their experience and boost revenue.
But there are many misconceptions and misuses of NPS, and this piece will address those, in addition to showing you how you can actually get value from the tool.
See, when people lean on NPS like it’s a magic number, it doesn’t do much good. It doesn’t help that the original HBR article on NPS called it “the one number you need to grow.”
Unfortunately, the real world is a little more nuanced…
