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Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.

Net Promoter Score (NPS) is widely recognised as a reliable metric for measuring client satisfaction and uncovering opportunities for growth. Many businesses, however, approach NPS with a singular focus: achieving a high score. While a high NPS might look good on paper, this "higher-is-better" mindset often leads to skewed practices, such as cherry-picking happy clients to survey, which distorts the picture and negates the survey’s value.

What if we took a different approach? A consistent, honest Net Promoter Score may be lower, but it provides far greater insight into your client relationships. Here’s why embracing a true, unvarnished NPS is more meaningful—and more effective—in the long run.

The case for honest & consistent NPS

A common mistake businesses make is treating NPS as a periodic, standalone exercise, conducted once or twice a year. These sporadic surveys typically suffer from low response rates and lack meaningful context for clients. Without consistency, you miss the opportunity to build a reliable feedback loop—essential for driving real improvement.

To harness the full power of NPS, it should be integrated into regular client touchpoints, such as Quarterly Business Reviews (QBRs) or project evaluations. This approach gives clients context, encourages higher response rates, and ensures more honest feedback.