The NPS is 62. It rose the quarter you lost four accounts.

Satisfaction scores have a habit of improving as the customer base deteriorates, and the arithmetic behind that is worth understanding before the next board pack lands.

By Steve 4 min read
Abstract bridge artwork for The NPS is 62. It rose the quarter you lost four accounts.

A satisfaction score that goes up while the customer base shrinks is not a contradiction. It is the predictable output of how the number is built. Net Promoter Score, introduced by Fred Reichheld in the Harvard Business Review in 2003 and since embedded in almost every board pack in the professional and subscription economy, is a percentage of promoters minus a percentage of detractors, calculated on the people who are still customers and who chose to answer. Both of those filters remove exactly the people whose opinion carries the most…

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