NPS - May not be the only number you need after all

Came across a study published in Marketing Science which looked at the usefulness of various metrics in predicting business success. NPS or net promoter score has been widely hailed as the "only number you need" but this study shows that NPS has little to no value in predicting business success. Rather, average CSAT scores are the best, followed by the Top 2 Box satisfaction scores.

Study is published in Marketing Science, Vol. 25, No.5, September-October 2006, pp 426-439.