NPS: Common Sense Metric or Sacred Truth?

I’m not a market researcher. I don’t even play one on TV. I took only one statistics class in college, but I have been in the Enterprise Software business for 25 years, delivering business solutions to business users. This is the point of view I try to bring to this blog as well as to my interactions with Satmetrix customers and thought leaders in this industry. So I thought I would chime in on the perennial discussion about what the Net Promoter metric means in a business context. Don’t worry—this is not a statistical analysis or research paper. I am more interested in how you should embed the use of NP into a business process, similar to the blogs I have written about in the past. While the validation of the metric is important, it is its business value—owing in part to its accessibility, its motivational power, and its proven value in business contexts—that makes NP so pertinent in a business context.