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Run Time: 26:01
in On Point

Your Net Promoter Score is 23: So What?

What if your organization’s Net Promoter Score (NPS) was 23? Does it mean anything? Insurance research professional Kevin Jenne breaks it all down for us on this recording, and it could challenge your thinking about the why and how of customer research. NPS has limitations, Kevin says, as it can represent “data without insight.” Instead, Kevin challenges us to dive deeper to learn more about our business partners and customers. And there are many more research tools at our disposal beyond NPS. “Driving a car has never been as simple as staring at a speedometer, especially a broken one. So why should we imagine that understanding your customers would be that simple?”

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