On Net Promoter and Data Golems
Matt LeMay
1766

Great piece, Matt! I have been frustrated for years by the ridiculous credibility afforded this very flawed system, and I’ve been routinely disappointed by the behaviour it can create in the quest for a meaningless “10”. NPS, at its best, is a set of rough indicators of what’s going on with customers, yet we allow this data to inform compensation, career paths, bonuses and budgets. It’s time we grabbed our pitchforks and chased this sucker back up the hill so we can actually talk to our customers. Bad Golem: no cookies.