Check out my latest post on LinkedIn if you are interested in that common question designed to tell an organization something useful about customer satisfaction and loyalty.
Aside from leading marketers to easy conclusions, singular use of the NPS question is often annoying to the consumer. For many of us, it's simply not the question we want to answer, nor do we want our views confined to a Likert Scale for marketing purposes. I suspect some NPS devotees don't want to deal with unstructured data. Perhaps more marketing heads will require their surveymonkeys to leverage AI and mine that data that tells them so much more than a checkbox.
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| Image by upklyak on Freepik |
