Following up on NPS

I've previously written about Net Promoter Scores in the post Understanding NPS but since then, my view on NPS has changed somewhat.

The more people that I speak to, the more exposure that I get, the more I categorically believe that there has to be a better way of measuring this value.

In my current role at HARNESS I have discounted NPS from our Customer Health Score completely. I have found that having a number of other indicators (CSAT, Adoption, Usage, Customers engaging) is far more representative.

For example, one of the customers in our portfolio had a sudden drop in their Health Score, they stopped turning up for meetings, usage went down and we were unable to contact the customer Champion (or term for the lead person at the organisation). By proactively monitoring the situation we were able to recognise this drop early and acted accordingly. Had NPS been a part of our customer health score, would their (maybe Annual) NPS score have given a false indication that everything was ok? CSAT on every reasonable interaction feels a much better fit.

Whilst there are an abundance of tools and services out there that allow you to build entire processes around NPS I have to wonder if this view harms others who utilise it.