Medallia Ideas

Implementing NPS is not easy to get right, because there is a tendency in the organization to take it as a number, and then the number becomes the object of all things. And of course, it's not about a number. It's about what's behind the number. It's what customers are telling you and how that number stacks up vis-à-vis competition in any particular geography or any particular product area and taking those learnings, that feedback, back into the organization and translating it into effective action.

For me, NPS is successful when I can go anywhere in the organization, not just on the marketing or sales side, but in product development, in supply management, in IT, and I get an answer to the question, "What NPS feedback are you taking into account in your improvement plans?" And if people look at me as if I come from a different planet, then I know we are not there.