Transformation Heroes #2 - 6 Key Insights That NPS Does Not Reveal 🇬🇧

Net Promoter Score (NPS) has become a near-universal standard for measuring customer experience. But is it reliable enough to steer major business decisions? In this episode, François Forest joins Carlos to unpack the real-world limitations of NPS—and how CX professionals can avoid common pitfalls.

NPS offers a quick pulse on customer sentiment, yet François argues it only captures a fraction of the full picture. Most companies rely on answers from a small, often unrepresentative sample, and risk making decisions that don’t reflect the reality of their full customer base.

One key point discussed is the overlooked role of “passives”—those who rate a 7 or 8. While many focus on fixing issues raised by detractors, François makes the case that passives are much easier to turn into promoters and often hold valuable, subtle feedback. Targeted follow-ups and text-based insights can turn this neutral segment into an engine for growth.

Beyond the score itself, the episode dives into why NPS must be contextualized with business data. A strong NPS means little unless it’s tied to concrete outcomes like churn, lifetime value, or earned growth. Without that link, CX programs can easily drift into vanity metrics.

The conversation also touches on design biases. From misleading color coding to incentivized responses, NPS can be unintentionally skewed—especially when tied to employee bonuses. François reminds us that NPS, as a human metric, must be handled carefully to maintain integrity.

Lastly, Carlos and François discuss the importance of measuring NPS continuously, not just once a year. When combined with operational and contextual data, NPS becomes far more actionable—allowing teams to spot trends, fix root causes, and drive customer loyalty at scale.