CX leaders keep fighting over NPS. Most fights trace back to scores read without context, and silent customers make it worse.

The Gist

Stated, not actual. NPS measures customers’ stated willingness to recommend, so teams must check it against renewals, churn and referral behavior.

Benchmarks need matching. Survicate’s data put median NPS at 49 for B2C and 38 for B2B, but those medians guide targets only when audience and survey method match.

Silence skews scores. With 30% of consumers telling no one after a bad experience, NPS programs need behavioral evidence alongside survey ratings.

Net Promoter Score (NPS) gives businesses a simple way to ask customers how likely they are to recommend a company, product or service.…