NPS Score doesn't matter, it's how you use it that counts!
#NPS remains the most popular measure of customer loyalty and engagement across almost all industries. As a pioneer implementer of the Net Promoter System (Copyright Bain and Satmetrix) since 2006, one would think I would be more dogmatic, but I've seen that the focus on the score is so often misplaced. NPS provides a structure and a baseline that allows you to achieve continuous improvement. With NPS, we have the segmentation (Promoter, Passive, Detractor) that is immediat