Why You Should Banish the Net Promoter Score Immediately

In my previous ClickZ column from 2009, “What’s Wrong With the Net Promoter Score,” I talked about the many things that were and still are problematic about the Net Promoter Score (NPS). Proponents argued back that it’s been widely used for a long time. But that’s like arguing that both science and the church believed the Earth was flat for a long time – that is, until they discovered that was completely and utterly wrong. In this column, I’ll propose a few alternative metrics and techniques that marketers can use to truly tell if they’ll be able to increase sales.