> they always tend to ignore the underlying science that went into making NPS in the first place, primarily that there was a very strong correlation between the calculated NPS score and business performance.
There is no underlying science behind NPS. It was an arbitrary measure with no research or model behind it. Also, it doesn't work very well, in large because because there is no strong correlation between NPS and anything else, because - as this article makes clear - NPS is an extremely noisy number. Look at the graphs - you can have enormous variations in NPS, with zero change in underlying customer sentiment. Obviously that can't correlate with anything useful.
I think what you're doing is conflating the idea of "asking how likely people are to recommend your product" with NPS. The former is a decent idea, and it does have some (limited) science behind it! There really was a study done that really did find that question was an excellent predictor of many key results. (...and some others that found it was not, but hey, it's something.)
So yes, asking people the question and reading the results is probably a good idea. ...but that's not what NPS is.
> an unexpected drop in NPS is something to investigate
It really, really isn't. And I would challenge you to point to any evidence to the contrary.
There is no underlying science behind NPS. It was an arbitrary measure with no research or model behind it. Also, it doesn't work very well, in large because because there is no strong correlation between NPS and anything else, because - as this article makes clear - NPS is an extremely noisy number. Look at the graphs - you can have enormous variations in NPS, with zero change in underlying customer sentiment. Obviously that can't correlate with anything useful.
I think what you're doing is conflating the idea of "asking how likely people are to recommend your product" with NPS. The former is a decent idea, and it does have some (limited) science behind it! There really was a study done that really did find that question was an excellent predictor of many key results. (...and some others that found it was not, but hey, it's something.)
So yes, asking people the question and reading the results is probably a good idea. ...but that's not what NPS is.
> an unexpected drop in NPS is something to investigate
It really, really isn't. And I would challenge you to point to any evidence to the contrary.