Recently, a few clients were asking my opinion on NPS and the way it is calculated, scored, as well as its scale. And one of them pointed me to this article: Why there needs to be a European variant of the Net Promoter Score
It is an interesting article, and you can see that the author put some thought on the topic, and tried to build a logic around it, and for that alone it is worth reading. However, I must confess it is the first time I see such a thing, even though I would not be surprised if someone told me others have already suggested changing the way to calculate NPS.
I completely understand where the author is coming from, and what he says may even make sense in certain scenarios. But, it would fall short if we look at it from various other perspectives. For example, in my home country, Portugal, the school grades are given on a scale of 0 to 20. Also, I think that a person with low expectations would easily give a NPS score of 10 for the same service or experience that a person with high expectations would class as a 8 or 9.
No system is foolproof, and applies to every scenario in the same way, or is interpreted by every person the same way. I think the way people react and respond will always depend a little bit on one’s idiosyncrasy. As well as one’s cultural, educational, sociological and economical backgrounds. Sometimes even one’s momentarily mood!
And it is probably recognising exactly that, that the NPS creators and the majority of CX practitioners and specialists, choose to respect NPS score/scale. There’s no point in trying to create multiple variations of the way you calculate NPS, otherwise every company would end up with a different way of calculating NPS, defeating the whole purpose of a standard and consistent way of measuring.
As we all know, NPS was created (and is a trade mark) by Fred Reichheld, Bain & Company, and Satmetrix. And the way it is calculated and measures is well explained in the official site – with Detractors (0-6), Passives (7-8) and Promoters (9-10).
What are your thoughts? Are you using the official NPS scale or diverting from it?