After two days at [another] customer experience conference I’m getting increasingly disillusioned and disappointed in the telcoms industry that I love. At least 50% of presentations from mobile operators and vendors focused almost exclusively on Net Promoter Score (NPS). This 10 year old measurement technique has become a crutch for the industry; if your NPS is better than your competitors then your customer experience must be great and you’ll have loyal customers. Right? Wrong, wrong, wrong. Now, I agree that NPS is a useful satisfaction and advocacy metric. But it’s just one tool that needs wider context and needs to be complimented by wider … Continue reading Hiding behind NPS because “It sounds about right”…