Mar 31, 2025
In
this conversation, Amas Tenumah and Bob Furniss discuss the
evolving landscape of customer satisfaction metrics, particularly
focusing on the Net Promoter Score (NPS). They explore the origins
of NPS, its initial impact on customer sentiment, and the
criticisms it has faced over the years. The discussion highlights
the importance of understanding customer feedback and the ethical
implications of incentivizing customer responses. Ultimately, they
question the relevance of NPS in today's business environment and
suggest a more nuanced approach to measuring customer
satisfaction.
Takeaways
- It's a people business.
- NPS became kind of a synonym for customer satisfaction.
- NPS has now been bastardized.
- We have data now that NPS does not correlate to recommendations.
- If I did what you wanted, please give me a good score.
- We've put that person into a place where they are just trying to meet the expectation.
- If it's going to be about the damn metric, fix the system.
- NPS is past its time.
- We need to wow our customers.
- We need to keep customer sentiment really, really matters.
Chapters
00:00 The Ever-Changing Landscape of Business
02:27 The Evolution and Impact of NPS
11:27 Critique of NPS: Is It Still Relevant?
18:18 The Ethics of Customer Feedback and Incentives
Resources:
https://itamargilad.com/net-promoter-score-part1/
https://www.netpromotersystem.com/insights/refocusing-nps-for-earned-growth-podcast/