Chapter 2 · Survey: Measurement and Scaling · Slide 78/274
Net Promoter Score®: Warning
Although the “recommendation question” is by far the best single question for predicting consumer behavior across a range of industries — it is not the…
2.5 · Reliability and Validity
Net Promoter Score · Warning
Net Promoter Score®: Warning
Although the “recommendation question” is by far the best single question for predicting consumer behavior across a range of industries — it is not the best question for all industries. That is why companies have to do their homework and empirically verify.
the link between the answer and the subsequent consumer behavior for their line of business
Fred Reichheld, 2011
Fred Reichheld
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