I read a blog today (http://satmetrix.typepad.com/richard_owen/)
by Richard Owen, the President of Satmetrix. Satmetrix is the co-developer of
the Net Promoter Score. True to form, Mr. Owens minimizes the critiques of the
NPS that are circulating around the blogsphere as well as scientific journals.

He never addresses the fact that Satmetrix (and Fred Reichheld) mislead the
business community with their initial marketing that touted their NPS
methodology while minimizing other methodologies. They (Satmetrix) have said,
and I quote, NPS is:

“the best predictor of growth” (Reichheld, 2003)

“the single most reliable indicator of a company’s ability to grow (Netpromoter.com,
2007)

“Satisfaction lacks a consistently demonstrable connection to… growth.” (Reicheld,
2003)

So, when they are challenged to produce the scientific studies to back up their
claims, all they have to offer is marketing rhetoric.

Bob

Bob E. Hayes, Ph.D., is the president and founder of Business Over Broadway, providing consultation and direction to help companies become customer-centric through in-depth satisfaction and loyalty research. He is a recognized expert in customer satisfaction and loyalty measurement, and author of the books, Beyond the Ultimate Question and Measuring Customer Satisfaction and Loyalty.