Net Promoter Score
The Net Promoter Score is a magic instrument that asks customers “Would you recommend us to a friend?” and coerces a smile to quantify executives’ self-satisfaction. It turns praise and criticism into a numbers game, brandishing percentages as a mirage in place of truth. It pits promoters against detractors and calls the difference a “health metric,” engineering endless meetings where reality goes blurry. In the end, the score reflects management’s agenda more than customers’ hearts.