Quick post to highly recommend you read this article on the many flaws with Net Promoter Score (NPS) as a measure of customer happiness and loyalty. I am honestly mad at myself for not digging more into the NPS methodology years ago when our head of operations implemented it and we all started using it to measure how successful we were with customers. Reminds me of the time my doctor told me to quit eating eggs (I love eggs) because they are “bad for you” only to have that medical “wisdom” completely repudiated years later.
Anyway, do yourself a favor and read the article found here.