The Blog

Should you use NPS? It depends, but not on the things most write-ups focus on. Here are the seven genuine strengths of the methodology and the five real weaknesses, with the trade-offs you actually need to make a decision.

Most arguments about whether NPS works rely on the one or two studies that support whichever side is making the argument. Here's the full reading list, for and against, primary research only, in one place and kept current, so you can read both sides and make your own call.

CFOs like profitability numbers; customer experience leaders speak in soft benefits. The gap is why so many CX proposals never get funded. Return on Customer Investment is the business approach that bridges that gap, turning satisfaction, retention and education investments into hard ROI numbers a CFO can take to the board.

Every year a new customer-feedback metric arrives promising to make all the others obsolete. NPS, CSAT, CES, NEV, the arms race never stops. Here's how to pick one and stick with it, and why chasing the latest fad costs you more than it saves.

You don't need a dedicated NPS platform to calculate NPS. Excel's COUNTIF function does the job in about three formulas. Here's a step-by-step build of an NPS calculator in Excel or Google Sheets, with the downloadable spreadsheet to adapt to your own data. Useful for piloting NPS before you commit to a paid tool.

Before you spend time and money implementing NPS, you need to be sure it deserves a place in your business. Here are nine evidence-backed reasons it probably does: shareholder value, revenue prediction, organisational loyalty, and a couple that surprise most people.