Rissell: Manipulating NPS scores for marketing leads to bad internal decisions

“One thing that I will say is the NPS score, I mean, you will be tempted to create a bullshit NPS score. You will. You'll be tempted to do it, because it's something that you control how you do it internally, and then people leverage that as a marketing tool somehow. I think it's crazy, and I think long term that kind of bites you, because you really don't know how your customers are reacting to your product, or whatever it is you're trying to, You're just lying to yourselves, and you'll start to make decisions, by the way, and drink your own Kool-Aid, and I highly recommend that you do an NPS score, you know, create your NPS score by using the best, ah, practices, like the most academically correct ways, and there's, you know, a few different ways to do it, but just make sure that, that you do it with some level of integrity, because otherwise, if you don't, I mean, I won't care But you won't have the feedback to make good decisions.”

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