Net Promoter can be highly flawed due to the following:
- It's a composite index and so the margin of error (MoE) for your promoters and seperately for detractors combine to create a NPS MoE which, unless your N was sizable, could be quite large
- Due to the previous point, it's hard to trend NPS; if your MoE is +/- 10 points in two seperate periods of time, unless you had a HUGE swing in your NPS score (which is another problem w/ small N's when calculating NPS) its hard to tell if your NPS score (really) went up or down
- I've seen many cases where the NPS score has "gone up" period over period, but the number of promoters actually decreased; did you look at the data deep enough to make sure that didn't happen?
Net Promoter can be highly flawed due to the following:
- It's a composite index and so the margin of error (MoE) for your promoters and seperately for detractors combine to create a NPS MoE which, unless your N was sizable, could be quite large
- Due to the previous point, it's hard to trend NPS; if your MoE is +/- 10 points in two seperate periods of time, unless you had a HUGE swing in your NPS score (which is another problem w/ small N's when calculating NPS) its hard to tell if your NPS score (really) went up or down
- I've seen many cases where the NPS score has "gone up" period over period, but the number of promoters actually decreased; did you look at the data deep enough to make sure that didn't happen?