In the past two decades, the net promoter score, known as NPS, went from a budding idea with some value to an overgrown weed. The customer-experience metric has crept its way into nearly every nook and cranny of marketing strategy, and CEOs have clutched to the stat in spades, especially in recent years.
The fixation on NPS among businesses is worrisome. As Inc. columnist Nick Hobson argues, the number is arbitrary, and provides no insight as to what to do next.
Instead, it’s better to focus on metrics that are connected to relevant outcomes, like churn rate, cash flow, and revenue. Read on for why relying on NPS won’t help and may even hurt your business.
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