When companies unfairly use Net Promoter Score to rate employees, consumers should game the system

When companies unfairly use Net Promoter Score to rate employees, consumers should game the system

ByJosh Bernoff

We’ve all experienced it. Companies begging for 9’s and 10’s on the Net Promoter Score survey, and then punishing employees who don’t get perfect scores when it’s the company that’s at fault. I don’t just sit and take stuff like this. So today, I recommend a way to boost the employees and hold the company…

How not to improve your company’s Net Promoter Score
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How not to improve your company’s Net Promoter Score

ByJosh Bernoff

HBR published an article called “How to Improve Your Company’s Net Promoter Score.” What a misguided goal! About the quest to improve NPS A little background here. Bain fellow Fred Reichheld invented Net Promoter Score (NPS) decades ago. In NPS, you ask your customers, “How likely is it that you would recommend this product or…