Thanks for sharing, Jacob. It was super-interesting to learn how you think about this. Now I will do the academic thing and critique NPS' simplicity :)
If I could fix one thing it would be to add a variance component. A "focused 7" (all 7s) means something very different than a "broad 7" (half 10s, half 4s) and has very different implications for a manager trying to improve it. I can see how means are useful for understanding "between" variance (good Enterprise branches, bad Enterprise branches), but they are not so useful for a branch manager trying to improve their performance.
Thanks for sharing, Jacob. It was super-interesting to learn how you think about this. Now I will do the academic thing and critique NPS' simplicity :)
If I could fix one thing it would be to add a variance component. A "focused 7" (all 7s) means something very different than a "broad 7" (half 10s, half 4s) and has very different implications for a manager trying to improve it. I can see how means are useful for understanding "between" variance (good Enterprise branches, bad Enterprise branches), but they are not so useful for a branch manager trying to improve their performance.