Do customers know too much about NPS?

22 December 2021

Have you ever paused before answering the "would you recommend" question, maybe wondering if you really want to be a "Promoter" or "Detractor"?

If so, you're not alone.

Our panel research shows that 10% of customers change the score they give because they know how NPS works.

Even more concerning, this rises to 28% of customers aged 25-34, many of whom say NPS is used in their workplace.

An infographic showing that knowing about Net Promoter Score affects the score customers give. More detail below.