Net Promoter Score Considered Harmful (and What UX Professionals Can Do About It)

In 2003, a marketing consultant named Fred Reichheld lit the business world on fire with the Harvard Business Review article The One Number You Need To Grow. He asserted that by asking a single question—a question aimed at determining the organization’s customer’s loyalty—management could take the pulse of their customers’ feelings towards their business. He … Continue reading Net Promoter Score Considered Harmful (and What UX Professionals Can Do About It)