{
  "title": "NPS: A Number, Not a Strategy",
  "url": "https://www.shr.swiss/blog/satisfaction-client-et-mesure-nps-en",
  "language": "en",
  "datePublished": "2026-02-06",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "The link to growth is challenged by several replication studies.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Lausanne",
    "region": "Vaud",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "The Research",
      "point": "Reichheld (2003, Harvard Business Review) proposes the Net Promoter Score as a single indicator of loyalty.."
    },
    {
      "heading": "The Limitation",
      "point": "The link to growth is challenged by several replication studies.."
    },
    {
      "heading": "The Nuance",
      "point": "A score without verbatim responses or follow-up explains neither why nor what to do."
    },
    {
      "heading": "A Practical Implication, Testable in Lausanne",
      "point": "Include an open-ended question in every NPS survey and review three verbatim responses per month as a team."
    }
  ],
  "sources": [
    {
      "authors": "Reichheld",
      "year": "2003",
      "source": "Harvard Business Review"
    }
  ],
  "wordCount": 104,
  "image": "https://www.shr.swiss/img/blog-Training-Client-Reception-Lausanne-satisfaction-client-et-mesure-nps-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/satisfaction-client-et-mesure-nps",
    "en": "https://www.shr.swiss/blog/satisfaction-client-et-mesure-nps-en",
    "de": "https://www.shr.swiss/blog/satisfaction-client-et-mesure-nps-de",
    "it": "https://www.shr.swiss/blog/satisfaction-client-et-mesure-nps-it"
  },
  "relatedPages": {
    "programme": "https://www.shr.swiss/formation/accueil-client/lausanne",
    "city": "https://www.shr.swiss/formations-ville/lausanne",
    "blog": "https://www.shr.swiss/blog"
  },
  "citationPolicy": "Citation autorisée avec mention « SHR — Swiss Human Resources » et lien vers l'article."
}