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Net Promoter Score Considered Harmful (and What UX Professionals Can Do About It) — UX Articles by UIE

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In 2003, a marketing consultant named Fred Reichheld lit the business world on fire with the Harvard Business Review article The One Number You Need To Grow. He asserted that by asking a single question—a question aimed at determining the organization’s customer’s loyalty—management could take the p

Net Promoter Score Considered Harmful (and What UX Professionals Can Do About It) by Jared M. Spool In 2003, a marketing consultant named Fred Reichheld lit the business world on fire with the Harvard Business Review article The One Number You Need To Grow . He asserted that by asking a single question—a question aimed at determining the organization’s customer’s loyalty—management could take the pulse of their customers’ feelings towards their business. He ended the article with “This number is the one number you need to grow. It’s that simple and that profound.” It turns out, it’s neit

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