What are the limitations of NPS?

NPS has limitations, including its reliance on a single question, potential response bias, and lack of detailed insights without follow-up questions.

While NPS is a valuable metric, it has limitations:

• Simplicity: It may oversimplify complex customer sentiments.
• Bias: Responses can be influenced by the timing and context of the survey.
• Follow-Up: Requires consistent follow-up to address issues effectively.

It should be used alongside other metrics for a comprehensive understanding of customer experience.

Reading tip: You can find out how to check whether the results of your surveys are reliable in our blog article “Is Your Net Promoter Score Skewed?”