In this episode, Mike and Paul discuss the Wall Street Journal’s article about the Net Promoter Score (NPS) as a “fad” metric being used by organizations in an attempt to demonstrate their focus on customers – ultimately highlighting many perceived challenges with the metric itself. They discuss what the article got right, what it got wrong, and some best practices to avoid the identified measurement challenges.
The Wall Street Journey article that Mike and Paul reference can be found below:
Safdar, Khadeeja, and Inti Pacheco. “The Dubious Management Fad Sweeping Corporate America.” The Wall Street Journal, Dow Jones & Company, 15 May 2019, www.wsj.com/articles/the-dubious-management-fad-sweeping-corporate-america-11557932084.