NPS is a really valuable concept. Means and medians are pretty worthless compared to identifying the percentage in each class, and it’s sobering to realize that a 6 is a detractor score.
(Personal anecdote: I went to a movie theater, watched a movie, and near the end, during an intense confrontation between the hero and villain, the film broke. I was patient, but when they sent me an email later asking me the NPS question, I gave it a 6. I mean, it wasn’t that bad. Then two free movie tickets came in the mail, with a plea to try them out again.
I hadn’t realized it, but I had already put that theater in my “never go again” file, since why give them another chance? I then read The Ultimate Question for unrelated reasons, and had that experience in my mind the whole time.)
Good anecdote. It made me realize that I had just 20 minutes ago made a damning non-recommendation to a friend based off of a single bad experience after a handful of good ones.
NPS is a really valuable concept. Means and medians are pretty worthless compared to identifying the percentage in each class, and it’s sobering to realize that a 6 is a detractor score.
(Personal anecdote: I went to a movie theater, watched a movie, and near the end, during an intense confrontation between the hero and villain, the film broke. I was patient, but when they sent me an email later asking me the NPS question, I gave it a 6. I mean, it wasn’t that bad. Then two free movie tickets came in the mail, with a plea to try them out again.
I hadn’t realized it, but I had already put that theater in my “never go again” file, since why give them another chance? I then read The Ultimate Question for unrelated reasons, and had that experience in my mind the whole time.)
Good anecdote. It made me realize that I had just 20 minutes ago made a damning non-recommendation to a friend based off of a single bad experience after a handful of good ones.