The NPS (Net Promoter Score) was designed and influenced by the book “Raving Fans”. It's supposed to be a measurement of customer service and assumes that only the very best service will turn your customers in to life long loyal patrons that preach about your business every chance they get to everyone they know.
Each question asked the user to rate them 1-10. The three questions that make up the score are as follows:
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How was your overall experience?
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How likely are you to shop again?
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How likely are you to recommend a friend?
The first major flaw in the survey is that it is used to “provide feedback” for a specific person. Not an overall experience or company. You might buy an appliance and have a great experience in the store. Then a week later have a terrible delivery where the delivery driver damaged your door and kicked your dog. Naturally you're mad so you fill out the survey will all 1's and explain how terrible the delivery went.
You would think that someone with common sense would see that and conclude the delivery team needs coaching. But you would be wrong! They're contractors and not actual employees. You can't tell them anything! But the receipt that had the survey link is tied to the associate that rang you up. Your survey just went against their NPS score.
Now you might be thinking “Well, one bad survey wouldn't be too bad right?” Again you'd be wrong again. The scoring calculation is FUCKED.
Each question is worth 33.3%. A rating of 9-10 gets you the full 33.3% for that question. A rating of 6-8 gets you ZERO for that question and a rating of 1-5 gets you NEGATIVE 33.3%
Remember those 3 questions from earlier? If you rated them 8, 10, 9 then you just give that person a score of 66.6%. A fail.
It gets even worse though! Let's say you've already got 4 surveys in for the month, all at 100%. Then one shity delivery driver wrecks you day and the customer leaves you a survery with all 1's. You WERE 400 out of a possible 400. With the latest survey equaling -100 you're now 300 out of a possible 500. So your 100% rating dropped to 60% for the month with a single bad survey.
Managers up and down the chain of command know that the surveys are bullshit but they refuse to acknowledge it because they need to justify having a job. When they decide they're done with you they go straight to the surveys to “document your poor performance” and move swifly to fire you.
The whole thing is a scam. Companies don't give a shit about your opinion and they don't reward the associates who get good scores. Its simply a tool used to justify firing people.