Por favor, deja de usar NPS para medir la satisfacción de los clientes.

¿Qué pasa si te digo que un detractor es 7 veces más probable que recomiende o que no diga nada de tu marca a que hable mal de ella? ¿Seguirías confiando en esta métrica?

¿Qué es NPS?

¿Qué tiene de malo el NPS?

Tecnología de punta cuando se creó el NPS

We discovered that when, where, why, and to whom consumers praised or criticized a brand was fluid and appeared independent of their NPS ratings.

More than 60% of the Fortune 1000 use “likelihood to recommend” as their keystone customer metric. But in all honesty, I am quite disappointed that few companies use NPS very well. Too many view the score as an objective in itself. I designed NPS as a way to discover, in real time, if your customer (or colleague) is feeling the love, so you can learn and improve. Making the score the objective simply leads to gaming and manipulation.

¿Cómo le explico a mi jefe que no usemos NPS?

Imagina que tu peso fluctuara 40 kilos unos días y 5 kilos otros.

“Loyalty is a long play. It’s about how someone behaves over a long period of time. In his original HBR article, Fred Reichheld said “Loyalty is the willingness of someone — a customer, an employee, a friend — to make an investment or personal sacrifice in order to strengthen a relationship.”

Yet, the NPS question doesn’t talk about about investment or personal sacrifice. It doesn’t even talk about loyalty. It only asks about recommending the company.

Asking someone about what they’ll do in the future isn’t about loyalty. It’s about optimism.

¿Si no es NPS entonces qué uso?

De los clientes que están satisfechos con nuestro producto ¿Qué hicieron con él?


User Experience Architect / Curador @UXMexico /#UX / adriansolca.com

Get the Medium app