News for hackers. Stuff that matters.

A comment on Net Promoter Score Considered Harmful. Parent comment

Re:Net Promoter Score Considered Harmful by Domenic_S on Tuesday December 26, 2017 @01:18PM (#16009928)
> For some reason, NPS thinks that a 6 should be equal to a 0. Nobody else thinks this. Remember, if you worked at a company like Intuit, all that hard work to get everyone to move from a 0 to a 6 would not be rewarded. Your executive would not get their bonus. It’s as if you didn’t do anything.

This seems perfectly reasonable to me. Outcomes matter -- not effort -- and reaching 6 is not the outcome NPS wants.

[ Parent | on HN ]
Re:Net Promoter Score Considered Harmful by jwatte on Tuesday December 26, 2017 @03:08PM (#16010661)
Separately, the distribution will never be that narrow in practice. Once the highest rater reaches 7, NPS will start improving. The author even states herself that the input has noise, so the "everyone's a 6" argument is a straw man.
[ Parent | on HN ]