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Reichheld Under Attack!
The debate over Net Promoter becomes a war between science and religion
Reprinted with permission from COLLOQUY
The debate continues. Over the summer, two leading scientific journals published papers challenging Net Promoter's claims of predictive powers. Tim Keiningham, Senior Vice President of Ipsos Loyalty was one of the lead authors of these papers. This fall, COLLOQUY, the voice of the loyalty-marketing industry since 1990, published an editorial that rethinks the "ultimate question". Here it is, reprinted with permission.
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