Does NPS make sense for you?
Let’s try this thought experiment: Say you’re a plastic surgeon, specializing in a bespoke and specific sort of work that’s…um, shall we say, personal in nature. Naturally, all plastic surgery is by definition personal, but I mean that your specialty is the sort of thing that people…just don’t talk about, whatever that may be. No, I’m not thinking of anything in particular myself. And yes, I’m sure this sort of thing exists. Based on this business model, what do you think the likelihood would be of any of your Customers discussing their procedures (and your work) with other people? Obviously, they’re unlikely to initiate such conversations themselves, but also based on the intimate nature of the need, I don’t imagine “friends and colleagues” of theirs—who might also have use for it—would ever raise the topic themselves either. Even if they’re extremely pleased with your work (and perhaps even more so if they are), your clients are not likely going to recommend your services to friends, family, co-workers, etc. Here’s an obvious place where NPS would make no sense as a metric for you. (more…)