This! NPS is NOT about sentiment.
It asks likelihood to recommend to a friend, hypothetically.
Customers will give an NPS score of 0 because, “I love this app but I don’t have any friends.”
If you care about sentiment, the only useful part of the NPS survey is the open comments field.
It asks likelihood to recommend to a friend, hypothetically.
Customers will give an NPS score of 0 because, “I love this app but I don’t have any friends.”
If you care about sentiment, the only useful part of the NPS survey is the open comments field.
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Laurie Voss
I'm begging you, begging you, to put more thought into measuring consumer sentiment than NPS.
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