Does the NPS® reflect consumer sentiment? A qualitative examination of the NPS using a sentiment analysis approach

The Net Promoter Score (NPS®) is extensively used as a key performance indicator in practice. Although the scale was initially considered to be a predictor of growth, the literature has disproved this assertion.

Introduction

The Net Promoter Score (NPS®) is used extensively in practice as a key performance indicator. Developed by Reichheld (2003), the NPS provides a single-metric measure to predict future growth, which is easy to implement, analyze, and communicate. to 10 = Responses are classified into (9-10), (7-8), and (0-6). The score is calculated by reducing the percentage of Detractors from Promoters. Lamrock (2014) explains the influence of the scale in practice noting "NPS® scores are more intrinsically linked to executive bonuses and salary performance than ever before."