The Net Promoter debate
Tim Keiningham
The net promoter score (nps) is one of the hottest business metrics of the moment. Firms like General Electric, Intuit, and American Express embrace the formula because of its reported linkage to growth. This summer, however, two leading scientific journals will publish papers challenging the claims to Net Promoter's predictive powers. Tim Keiningham, the lead author of these papers, discusses the startling results of these investigations.
Roderick White: Net Promoter is a very popular metric with executives. what exactly is it?
Tim Keiningham:Net Promoter is a hot business idea at the moment. Companies...