Are brands and employees manipulating NPS® results?

Written by Miguel Sanz for Buljan & Partners Consulting

Are brands and employees manipulating NPS® results?We all know that the NPS® metric (Net Promoter Score) is commonly used by companies as a reference to measure customer experience with a single question: Would you recommend the product or service to a relative or friend? We are not going to discuss whether NPS® is the best metric to measure customer experience or the best time to use it, but rather if NPS® results may be manipulated.
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