I work in a not for profit functional monopoly space. A member body distributing resources according to policy.
I can get why we do satisfaction scores, but NPS never made sense to me. Like, does the justice system do NPS for family law cases? It's not like you can get divorced in a 7-11 by the clerk, and even mediation is a process inside the model so NPS in a non competitive self-regulated monopoly.. what does it even mean to recommend to others?
I will give you a real-world example. My girlfriend works for the government and they have an initiative to do outreach to people in the local community and let them know of all the funded help available to people for different situations.
However, they can't go to all 30k+ households at once and even in targeted areas (which is the way it works now) it takes a very long time to get to everyone.
The thinking about a recommendation is that perhaps they go to a home and let the person know about all the free programs available and leave a list with phone numbers. And this person might not need that information at the moment, but maybe they know someone in their family or from church or elsewhere that could use it and they let them know.
I do understand that if you help people who have lost their home due to fire it is silly to do a survey and ask them if they would or did tell someone else in case their home burns down. However, it isn't across the board silly even or not for profit cases.
That's a good counter example. Not "would you recommend" but "if you were trying to help somebody do you believe we've done enough to make it easy to explain how to use us"
On a scale of 0 to 10, how likely are you to recommend the use of NPS as a metric to a fictitious competitor in your not for profit functional monopoly space?
I can get why we do satisfaction scores, but NPS never made sense to me. Like, does the justice system do NPS for family law cases? It's not like you can get divorced in a 7-11 by the clerk, and even mediation is a process inside the model so NPS in a non competitive self-regulated monopoly.. what does it even mean to recommend to others?