Net Promoter Score: Simple. Popular. Misleading?
Net Promoter Score is simple and popular — but does it truly reflect how and why people recommend brands? Colin Auton explores the limitations of NPS, why it can mislead decision-makers, and what a more holistic approach to measuring word-of-mouth really looks like
Mind the (advocacy) gap: Why a strong NPS only tells half the story
Mustard’s Andrew Wiseman explores the real value—and limitations—of NPS in financial services, revealing how the advocacy gap can mislead brands about true customer loyalty.