Measuring Donor Loyalty
Loyalty runs deep, and metrics such as the Net Promoter Score can be too simplistic.
2. NPS throws away data. Throwing away data is an odd description, but in essence, that is what NPS does by collapsing the 9s and 10s and the 0 to 6s and ignoring the 7s and 8s. There is ample statistical and empirical evidence for this being wrongheaded with 0s being behavior-wise nothing like a 6. And this says nothing of the 7s and 8s who are ignored completely in this methodology.
« Previous 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 AllNext »
Related Content
Comments
