NPS Blog

Webinar Q&A: How do top-down NPS scores compare to bottom-up scores?

Fred and Rob discussed the upcoming book in a July 20 webinar. In this and subsequent posts, they answer additional audience questions from the webinar question-and-answer session.

Q: How do top-down NPS scores compare to bottom-up scores?

Because they are collected from very different samples of customers and because a recent interaction has a significant influence on a customer’s responses, bottom-up Net Promoter scores often differ significantly from top-down scores in an absolute sense. Moreover, changes in bottom-up scores often precede changes in top-down scores by several months or even quarters.

For more on this topic, see our post about different survey types.

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