The point of NPS vs free cash flow or operational metrics is that it is in theory a leading indicator instead of a trailing indicator.
It's nice (but a bit too late) to know that your business is screwed because your customers left, it's another to know that your business is about to be screwed because your customers are on the verge of leaving if an opportunity appears.
The criticisms of NPS pointed out (that it's a measure of a high-variance metric) are fair, but the conclusion is not.
It's nice (but a bit too late) to know that your business is screwed because your customers left, it's another to know that your business is about to be screwed because your customers are on the verge of leaving if an opportunity appears.
The criticisms of NPS pointed out (that it's a measure of a high-variance metric) are fair, but the conclusion is not.