Downsides of the Net Promoter Score

Summary: The Net Promoter Score (NPS) can be gamed, and its definition loses information and precision by treating fairly dissimilar responses in the same way. It should be used together with other UX metrics rather than in isolation.

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Downsides of the Net Promoter Score

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Raluca Budiu is Senior Director, Data Strategy, at Nielsen Norman Group, where she uses her data-analysis expertise to drive strategic decisions. She also serves as editor for the articles published on NNgroup.com. Raluca has coauthored many NN/g reports, as well as the book Mobile Usability. She holds a Ph.D. from Carnegie Mellon University.

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