Get A Better UX Metric From Your NPS Survey Data

Jared Spool

February 9th, 2018

In this week’s article I expand on my analysis of the Net Promoter Score.

Here’s an excerpt from the article:

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.)

Read the article: Get A Better UX Metric From Your NPS Survey Data.

How much value are you placing on your Net Promoter Score? Share your experience with us below.

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