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Is it time to ditch the NPS?

If you’re reading this, you’ve probably heard of NPS. Better yet, you probably know exactly what our organisation’s NPS is. Launched in 2003, before Facebook, Instagram, Linkedin and Snapchat, NPS is the most widely used system to measure and benchmark customer satisfaction. It is calculated based on an organisation’s existing customers’ response to a single question: What is the likelihood that they would recommend Company X to a friend or colleague? The creators of the NPS system cla