Net Promoter Score for customer service ratings? Ugh.

This “Change My Mind” meme photo shows a smug, smiling dude sitting behind a table with a paper sign hanging down. In the original photo, the  sign contained a provocative statement followed by the words “Change My Mind.” As a meme people replace the original provocative statement with something silly. The words I’ve added are “Net Promoter Scores are inappropriate for customer service ratings! Change my mind.” This is meant as a joke, not as a burden on you to change my mind!
This is an old meme. The “Change My Mind” guy is still around, though.

Two NPS Questions Would Be Okay

I don’t call customer service to chat. Typically I call because a product or service is not working as I expect it: a feature broke, or a mystery charge appeared in my monthly bill.

The History of NPS

Whether you’re a (sigh) promoter or detractor of NPS, consider reading the following 2003 article in Harvard Business Review by Fred Reichheld, creator of the NPS score.

The One Takeaway You Need to Remember

Feedback about customer service is an opportunity for the customer to report on two things:

  • (Dis)satisfaction with the feature, product, or service after the call.
  • (Dis)satisfaction with customer service.

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Gary Bartos

Gary Bartos

Founder of Echobatix, developing assistive technology for the blind. echobatix@gmail.com