The NPS is 62. Renewal came in at 71%.

Both numbers are accurate. They disagree because one measures sentiment among the people still talking to you, and the other measures behaviour among everyone.

By Steve 5 min read
Abstract bridge artwork for The NPS is 62. Renewal came in at 71%.

A score of 62 is a good number. A renewal rate of 71% means nearly three accounts in ten walked. Boards tend to treat this as a contradiction and go looking for the faulty instrument. Usually there isn’t one. Both numbers are measured correctly. They simply answer different questions, and only one of them is about money. Net Promoter Score arrived in 2003, when Fred Reichheld argued in the Harvard Business Review that a single question about willingness to recommend correlated with growth better than long satisfaction batteries. It is…

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