[dahart]

>> What the people who designed NPS did...

> They didn't do anything like that.

Now I'm really confused by your statements. I just read the link to the original source that you posted on hbr.org. What Reichheld described is exactly what I said above, he correlated survey responses against actual growth rates, and drew the lines between negative and positive growth rates. Not only that, he asked the question multiple different ways, and found out which question statistically landed the most accurate answers.

Why are you claiming they didn't do that? Are you saying the article is lying about the data they used to come up with NPS?