NPS: A Number, Not a Strategy
NPS: a number, not a strategy — what studies show, and what they do not.
The Research
Reichheld (2003, Harvard Business Review) proposes the Net Promoter Score as a single indicator of loyalty.
The Limitation
The link to growth is challenged by several replication studies.
The Nuance
A score without verbatim responses or follow-up explains neither why nor what to do. (our executive and employee training programmes)
A Practical Implication, Testable in Lausanne
Include an open-ended question in every NPS survey and review three verbatim responses per month as a team. To go further: explore the Client Reception training in Lausanne in the canton of Vaud, or browse our executive and employee training programmes in Switzerland.
In pictures: Client Reception in Lausanne
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