It’s well know that NPS is problematic in terms of its ability to measure customer experience. But  why? Here are some common issues:

  • Variability and fluctuaIon are difficult to interpret into direct actions
  • Organisations who use it on a tactical level find the link to action easier to find
  • Often held as responsible for driving the wrong behaviours
  • Constantly challenged by statisIcians and intuitive thinkers, undermining its authority
  • Probably the most controversial subject in customer experience development
  • In too many cases it’s a hypothetical question
  • The drive for a continuous upward trend can result in considerable manipulation that is often recognised by customers
  • Some question the need to translate emotions into a tangible


So why is NPS challenged so regularly?



  • Statistical viability – the 1 to 10 scale and variability in the point of engagement
  • Manipulation is rife, you get what you tolerate not what you hope for
  • Free or anecdotal comment is vital, but available from many other sources
  • Every time you think you have it straight in your head something changes
  • How often is 9/10 score a reasonable expectation? Is anything 100 recommended?
  • Customer experience should remain an emotionally based discipline
  • Difficulty in demonstrating insight, action and reward
  • Fluctuating scores
  • Scores inevitably plateau