[mdorazio]

I didn't see discussed here the main drivers you might want NPS vs. outcome- (and company) specific metrics:

1) it's harder to game and/or bullshit. This is a massive issue with surveying customers and then using their responses to feed back into internal performance goals & rewards.

2) because it has grown to be such a common customer experience metric, it's possible to benchmark against others, which isn't really possible with question types that are very specific to your business

I'll agree that NPS is overrated, mostly because the Net Promoter organization and survey companies have spent large amounts of time and money pushing it as The One True Metric for decades, but it still has its merits and its place.

[riversflow]

> it's harder to game and/or bullshit. . . it's possible to benchmark against others,

I don't have access to A/B testing of a large business to understand how things affect responses. But I certainly intuit that there is a significance in when/how you ask someone for feedback. e.g. If you ask your question directly after the checkout screen you'll get a significantly different response than if you survey people randomly who visit your website, or email customers a set period after making a purchase/ upon transaction completion.

I've seen all these, which brings me to the second part, how do you benchmark against a competitors data, and why would you trust a competitors data?

[mdorazio]

Because if you're a big company you don't run your own surveys - you pay one of the big CX companies like Maritz, Medallia, InMoment, etc. to run them for you or for smaller feedback not requiring a full management system you hire one of the 100+ research firms to do it for you. Because these firms run surveys for tons of clients, they generally have standard practices for how & when feedback is collected and are willing to share industry-standard benchmarks for things like NPS. I worked with two of the names above on a 2-year stint with a major auto manufacturer that sent over a million surveys a year and NPS comparisons were one of many tools used to get meaning out of responses.