Anti-NPS Resources — NPS Is The Worst

“Killing NPS And Other Lazy Metrics” at Quant UX Conference 2023

Noam Segal

UX Podcast #179: Net Promoter Score

Jared Spool

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

Jared Spool

“NPS is not better than nothing. It’s harmful to the decision-making process, since it replaces listening to actual customers with the illusion of getting their input.”

— Jared Spool

NPS is a waste of time. Use these metrics instead

Jeff Gothelf

Data Science Reveals 3 Problems with the NPS Dogma.

Bob Hayes

It's Time To Retire The Net Promoter Score (And Here's What To Replace It With).

Ron Shevlin

"Managers have adopted the Net Promoter Score on the premise that robust science backs the method, claiming it's superior to other metrics... We find no basis for the assertion that NPS is the 'single most reliable indicator of a company's ability to grow.'"

Tim Kiningham et al.
"Managers have adopted the Net Promoter Score on the premise that robust science backs the method, claiming it's superior to other metrics... We find no basis for the assertion that NPS is the 'single most reliable indicator of a company's ability to grow.'"

Tim Kiningham et al.

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Where Net Promoter Score Goes Wrong.

Christina Stahlkopf

Why on earth are we still using NPS?

Phil Araujo