[abeyer]

Like sibling comment said, I'd love to see actual science behind it.

> a caricaturish view of how NPS is used in the real world. "It's not 'oh no, our NPS score is down, let's hire more people to focus on customer 'happiness'"

That sounds exactly like what responses at many companies would be. There's often much nuanced discussion about how/when/why to adopt certain metrics, but once they are they become sacrosanct and any deviation from "good" results is a crisis needing immediate action.

[trynewideas]

Agreed. The first line of the article says specifically for "companies and their investors to stop using Net Promoter Score (NPS) as a KPI", and NPS doesn't provide a measurement that directly supports specific actionable steps; KPIs are supposed to be about planning for actionable, measurable steps toward a clear business outcome.

(And I have plenty of opinions on how useless KPIs have been in practice for me and the places/teams I've worked. They're hard to get right unless everyone in management is on the same page about what a clearly defined business goal is, and what an actionable step is, and what a strong metric for determining whether the action met the goal is.)