Check out my latest post on LinkedIn if you are interested in the common question designed to tell an organization something useful about customer satisfaction and loyalty.
"On a scale from 0 to 10, how likely are you to reccomend us to a friend or colleague?"
Aside from leading marketers to easy conclusions, singular use of the NPS question is annoying to me. For some 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 just 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 |
