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Insights: Whitepaper
NPS: Predictor or Distractor?

How successful is NPS as a way of measuring customer satisfaction and loyalty?

Despite its popularity and widespread use, NPS has significant limitations which are often not discussed. This paper identifies and discusses those limitations.


  • Introduction
  • Net promoter score
  • Why companies use NPS
  • The limitations of NPS
  • Timing
  • Ignores actual customer behavior
  • Places too much emphasis on detractors
  • NPS is not the best predictor of growth
  • Conclusion

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