“I kept the right ones out, and let the wrong ones in.”
– Aerosmith, Amazing
Time and again, in business and in industry, managers learn that the simple explanation is often the right one. Net Promoter is a prime example of Occam’s Razor applied to business: one should not increase, beyond what is necessary, the number of entities required to explain anything. In this case, tracking the answers to one basic question – Would you recommend our product to a friend or colleague? – yields a clear measure of an organization’s performance through its customers’ eyes.
Of course, you only get meaningful answers if you pose that question to meaningful people. What does that mean in practice? Let me tell you a story about SuperSoftware Inc. (SSI).