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The Wrong Way to Use NPS

Fred Reichheld explains these NPS mistakes and why it’s important to stay true to the purpose of capturing customer feedback.

three young people negotiating a car purchase with the BILT nut icon on the bottom right and words saying "Leadership Speaker Series Featuring Fred Reichheld"

While many organizations have adopted the Net Promoter® System (NPS) or similar types of rating measurements, most are applying them incorrectly. Watch this short video as Fred Reichheld, the creator of NPS, explains these mistakes and talks about why it’s important to stay true to the purpose of capturing customer feedback so that the lives of customers can ultimately be enriched.

NPS  helps companies achieve greater results through direct feedback from their customers. Fred’s work in this area quantifies the link between loyalty and profits. As a frequent speaker at major business forums, his views about loyalty have been widely covered in The Wall Street Journal, The New York Times, Financial Times, Fortune, Business Week, and The Economist.

Play Video about Author and loyalty expert Fred Reichheld sitting in a bright home office

After viewing the video, here are a few things to consider:

  • Is the true purpose of this rating system understood at every level of your organization?
  • How frequently are you measuring your customers’ sentiments?
  • How does your organization apply the findings from your measurement system today, and how do you disseminate the insights to your teams?

If you would like to learn more about NPS, check out our previous post: What is NPS, and Why Does it Matter?

BILT is proud to be featured in Fred’s most recent book, Winning on Purpose: The Unbeatable Strategy of Loving Customers.

Contact us to learn more about how BILT impacts NPS.

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