A couple weeks ago I wrote about the mixed message between our internal systems and the words we use to inspire customer-focused change. One simple example of this is NPS, or Net Promoter Score. According to the Net Promoter web site, NPS "is a straightforward metric that holds companies and employees accountable for how they treat customers." But, these words ,"how they treat customers," don't seem to align with the specific NPS metric.
For those who are not familiar with the metric, NPS is calculated from one simple question, "How likely are you to recommend xyz company to a colleague or friend?" The graphic below is from the Net Promoter website showing how the metric is calculated.
So, here is the mixed message. The metric seems to say, how can you help me? But, customer-focused organizations are asking how can we help you succeed. I understand the logic that customers are more likely to recommend you if they are satisfied with the products and services you provide. I get that. But these words seem different than the metric.
Please don't get me wrong, I think asking intentions to recommend is an extremely important measure. This question should be a standard in all customer perception surveys. I'm merely questioning whether or not this metric should be used to incentivize and motivate customer-focused behaviors. What do you think?
Note: The post was originally published in Customer Connection on 3/9/2009.
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