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Reichheld Under Attack!

6/1/2007 VOLUME 15 / ISSUE 2

The debate over Net Promoter becomes a war between science and religion

When COLLOQUY invited Fred Reichheld to speak at the 2006 COLLOQUY Loyalty Marketing Summit, we had no idea that he stood on the cusp of controversy. The crux of the debate: Reichheld's Net Promoter Score (NPS), the customer-satisfaction metric at the heart of his recent book The Ultimate Question, is based at best on flawed methodology[...]


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