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How many people are sceptical of the Net Promoter Score?
The NPS, pioneered by Reichheld and implemented by Satmetrix, has a number of fervent advocates in the business world. No surprise there: Reichheld claimed this one metric told you all you needed to know about profitable growth - the universal answer to everything you needed to know about your business!
That’s a big claim, and it hasn’t gone unchallenged.
See, for example, this detailed study. These four scholars tracked the examples given for high
NPS and tested whether their business results matched. Guess what they found…
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