CMS Wire

Net Promoter Score as a Smoke Alarm: Useful Signal or Misleading Metric?

Practitioner perspectives refine the debate over NPS, revealing why behavioral data and operational discipline often matter more than the score itself. Author’s Note: In Part 1 of this two-part series ...
Fast Company

Net Promoter Scores are dead—here’s a better way to understand what your customers think

For years, marketers have relied on the Net Promoter Score (NPS) as the gold standard for measuring customer sentiment. But in recent years, as many brands have grown increasingly disconnected from ...
Entrepreneur

This Popular Way of Measuring Product Success Isn’t Telling You the Whole Story — Here’s What to Track Instead

While Net Promoter Score (NPS) has become the default way of measuring product success, it is deeply flawed. Instead of relying solely on NPS, product teams should prioritize usage, retention and ...
CMS Wire

Your NPS Strategy Is Becoming ‘Feedback Theater’

In 1975, economist Charles Goodhart offered a warning that would eventually haunt every modern boardroom: When a measure becomes a target, it ceases to be a good measure. By 2026, the Net Promoter ...
ITWire

Access4 announces its NPS scores

**COMPANY NEWS:** UCaaS provider Access4 has today released this year’s NPS scores, gained 97 MSPs in its partner ecosystem, which represent an overall Net Promoter Score of 46 – up 14% from last year ...