Idea in Brief
The Problem
The widely popular Net Promoter System has been misused and misunderstood.
The Cause
Firms corrupted a valuable metric, the Net Promoter Score, by making it into a target and reporting unaudited vanity statistics that hurt the credibility and usefulness of NPS.
The Solution
An accounting-based counterpart for the Net Promoter Score, earned growth rate, provides firms with a clear, data-driven connection between customer success, repeat and expanded purchases, recommendations, a positive company culture, and business results.
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