A few weeks ago, I wrote a somewhat controversial analysis of Net Promoter Score, a business metric employed in many organizations. Many who were critical of my article stated they thought I should’ve provided a replacement for their beloved instrument, if I was going to tell them they can’t use it any more. While there is no replacement for the numeric score, there is a way to get value out of the survey used to collect the Net Promoter Score data.
Keep in mind that this method for getting value from an NPS survey isn’t easy. As you’ll read, it involves a series of difficult steps.
However, it’s not rocket science either. (NASA has been a client of ours and they’ve confirmed, it’s not rocket science. They have very strict definitions and this does not match that.)
Here’s our process for getting value from NPS surveys:
Step 1: Collect Up The Surveys
We go after every NPS survey we can find. (Sometimes they are scattered throughout the organization and not well organized or coordinated.)
Step 2: Throw Away The Net Promoter Score
That number the survey respondents gave has no value. It’s like the skin of the mango. There’s nothing good about it. Just throw it away.
