Latest / Banking Transformed with Jim Marous
The Growth Your NPS Can't See
Your NPS went up again last quarter. It still can't tell you which customers actually sent you somebody.
Gallup studied more than 24,000 banking customers. Run the standard formula and the score came out at 11. Change only how a 9 and a 7 get counted, and the same answers from the same people produce negative 14. Nobody was resurveyed. Nobody changed their mind.
Jim Marous makes the case that the industry's favorite metric records what customers say they might do, while the number that actually connects advocacy to growth records what they did. Only about 15% of customers ever produce a new…
The skinny
The skinny isn't ready yet — notes appear once the transcript is processed.