In our Platform Engineering research at Octopus, we found that most orgs calculate Net Promoter Score (NPS) incorrectly.
Scott Clark has written up a really useful article on NPS. Find out what it is, when it's helpful, and a whole host of trip hazards to avoid.
https://www.cmswire.com/customer-experience/what-is-the-net-promoter-score/
@stevefenton I would not recommend NPS as a methodology to others.
@stevefenton I've been collecting arguments against it here: https://pinboard.in/u:earth2marsh/t:nps
@earth2marsh I don't think that's publicly visible? I'm pretty aware of the weaknesses of NPS (my full response covered a few of them). I don't think I'd banish it into the abyss, but I'm not too fussy about how you measure satisfaction... just that you find some way to get a signal.
@stevefenton I did see that you touched on some issues, but there were other flaws (either in the methodology or how people abuse it) that weren't named, so I thought you might enjoy the links that shaped my thinking (if you haven't seen them already).
@earth2marsh yeah, I actually have more problems to add to that list... I might have to write them up!
I also have a slightly wicked thought about all these things, which I formed during Agile's leap into the mainstream... 90% of orgs don't even attempt it, the other 10% disagree on how.