I was recently invited by Lumoa to participate in an expert panel on the Net Promoter System (NPS). It was humbling to have my opinion featured alongside the likes of Jeanne Bliss, Shep Hyken and other global thought leaders from within the field of CX.
The Lumoa team asked each of the CX leaders 2 simple questions:
1. How likely are you to recommend Net Promoter System to your CX colleagues? (on a scale 0 to 10, where 0 is not likely at all and 10 is very likely)
2. Why did you give that score?
Overall, NPS scored a 32. For reference, that puts NPS solidly in the middle of the pack, and among the ranks of BMW, JP Morgan Chase and Alaska Airlines, according to the Temkin Group’s 2017 NPS benchmark study for the US. Not too shabby, but as the Lumoa team pointed out, the score is just a number. What really matters is why the score is what it is.
This is where things got interesting as CX experts weighed in on the pros and cons of NPS. NPS is one of the most popular customer experience measurement methodologies, yet its usefulness is also a hotly debated topic among CX professionals. In Lumoa’s survey, many experts focused on how teams utilize the Net Promoter Score, while others highlighted potential shortcomings as the perceived end-all-be-all of CX metrics. The responses were varied and fascinating. The full article is a must-read for anyone in involved in customer experience measurement. Enjoy!