Metric Design

One Number You Need To Forget

How accurate does a fortune-teller need to be to lure us into the belief that they have genuine abilities? If we want to believe, and hear what we’d like to hear, not much at all. A quantitative performance indicator should accurately reflect changes in business performance over time. Net Promoter Score (NPS) was devised over a decade ago and remains popular despite serious flaws.

Net Promoter Score (NPS)