网易UEDC

Jul 30, 2020 · Product Management

How to Fix NPS Bias: Using Anchors to Overcome Self‑Assessment Heterogeneity

Net Promoter Score (NPS) is widely used to gauge customer loyalty, but self‑assessment heterogeneity can distort results; this article explains the issue, reviews common pitfalls, and proposes an anchor‑based standardization method—illustrated with an empirical case from a bank—to improve comparability and reliability.