In the clip, Herring says he always scores products 3/10, because no matter how much he likes them, he never recommends products to his friends.
Fair enough, right? But he’s contributing to a worse overall score for the product, which may result in someone not getting their bonus, or products getting dropped for not being popular enough. Indeed, he says companies sometimes call him to ask what was wrong. Herring is answering the question honestly, but his answer risks being interpreted poorly.
Unless you know what NPS is and how it’s calculated, how can you answer the question properly?
I always thought a 7 or 8 was a reasonable score to something give something I liked that didn’t absolutely change my life. That was until I discovered how NPS was calculated, and that anything less than a 9 wasn’t a truly positive score. Heck, more picky people than me might think giving anything above a 5 is generous on their own personal scale.
So relying too heavily on NPS as a measure of popularity and success is a dangerous game. Richard Herring sums up the solution well: “If you want to know how much I liked it, then ask a different question.”