Has NPS had its day?

It’s only around 100 years ago that bloodletting was discredited as the ‘go to’ medical treatment for almost all ailments.

We believe that a closer examination of NPS’ claims to be ‘best and only’ way of measuring customer satisfaction are equally illusory.

Not only this, we have discovered a new KPI, Net Feeling Score, which could do for satisfaction measurement what the arrival of penicillin did for healthcare.

​This metric incorporates modern understanding of what really drives satisfaction – which is all about connecting at an emotional rather than rational level.

​Download this document in which we set out our 4-point case for why NPS, which looks so beguilingly right, is actually deeply flawed.

Why time's up for NPS