Nickname: Big Kdub

Review: NPS can only be as successful as the quality of the data complied. Many times the surveys are answered by the wrong individual at a customer site. GE must ensure the correct person is contacted to answer the survey, I know of several incidents where a NPS survey was answered by a direct competitor. How accurate do you think that information is.

Date reviewed: Sep 1, 2009 4:09 PM

Nickname: superschupp

Review: I wonder how many negative reviewers have tried NPS or even read the book for that matter. I have read the book and I am planning to try it in my business. I know anything you pay attention to, improves. If NPS works, will I care whether it is the system or our paying attention to it? No!

Date reviewed: Dec 3, 2006 5:44 PM

Nickname: Aaron

Review: The issue boils down to the Golden Rule (and Reichheld says as much in the book). He talks about a company's addiction to bad profits, which create customer disloyalty (ie. excessive bank fees, cellular overage charges, gutting call centers, etc), and how to create profitable growth by kicking the habit. There are a lot of good points in the book, and I was turned on to the concept by a B-school colleague whose company (a major automotive insurer) is getting good customer feedback using Reichheld's methods. I'd check the book out of your local library before you dismiss the concept. -Aaron PS: For the statistically inclined, the book does present many more details about the methodology behind NPS, and it seems sound.

Date reviewed: Oct 20, 2006 9:55 PM

Nickname: Steve

Review: Time to sell your stock in GE! Anyone with any research background would know that when looking at the data provided by NPS. You will get margins of error that are 15% to 25%. A "six sigma" company would never accept a metric that has that poor quality. Reichheld and Bain should be ashamed of themselves. Many researchers have looked at their data and it is flawed. Comparing NPS numbers in the years following revenue growth numbers and suggesting that NPS drives revenue growth--bad data, bad advice. Word of mouth is valuable, but NPS doesn't measure it accurately, precisely, or reliably.

Date reviewed: Oct 3, 2006 3:05 AM

Nickname: Annie

Review: Sounds more like marketing spin than a legitimate metric. The examples are questionable as well. In 2003, the year following NPS scores published in the appendix of Reichheld's book, Southwest Airlines' growth (in passenger enplanements) was only 1% ahead of 2 other airlines with significantly lower NPS scores (United and Northwest). Nowhere near 2 times greater growth touted in the article above...

Date reviewed: Oct 2, 2006 8:37 PM

Nickname: Paul C

Review: The first thing my wife said: "Sounds like they're talking about Ford." I wonder...there's a lot of brand loyalty there. At least there used to be!

Date reviewed: Sep 26, 2006 12:40 AM

Nickname: fas

Review: Watch this space.

Date reviewed: Sep 25, 2006 9:23 PM

Nickname: CEO

Review: NPS is unlikely workable. It doesn't take culture variance into account. The same response may hide different kind of feelings and judgements with different people. It may be accurate for Americans but Europeans will give you completely different point of views. And like six sigma, it won't help GE to keep the customers. Somewhat it may scare the custmers far away. GE top management really lost its way. It has almost forget every basic principle of business. Simplicity is essential. Back to the basics...go make a quality product...hire a decent salesman...sell it at a right price. That's all. Customers won't care whether it is six sigma, NPS, ACFC, Ecomagination, STNC...etc. behind it.

Date reviewed: Sep 25, 2006 6:45 PM

Nickname: Paul

Review: What are the other companies that have conducted this particular survey?

Date reviewed: Sep 25, 2006 5:16 AM