But the first sentence of the Wikipedia page for NPS, which I’m sure the author read at least the first line of given that he linked to it, states that NPS is “a management tool that can be used to gauge the loyalty of a firm’s customer relationships” (emphasis mine). However, EA Funds isn’t a firm. My view is that implicitly assuming that, as a nonprofit (or something socially equivalent), your score on a metric intended to judge how satisfied a for-profit company’s customers are can be compared side by side with the scores received by for-profit firms (and then neglecting to mention that you’ve made this assumption) belies a lack of intent to honestly inform EAs.
I think your concern is that since NPS was developed with for-profit companies in mind, we shouldn’t assume that a +50 NPS is good for a nonprofit.
If so, that’s fair and I agree.
When people benchmark NPS scores, they usually do it by comparing NPS scores in similar industries. Unfortunately, I don’t know of any data for NPS scores of nonprofits like ours (e.g. consumer-facing and providing a donation service). I think the information about what NPS score is generally considered good is helpful to understanding why we updated in favor of EA Funds persisting past the three month trial.
Is it your view that I a) shouldn’t have included NPS data at all or b) shoulnd’t have included information about what scores are good or c) that I should have caveated the paragraph more carefully?
I think your concern is that since NPS was developed with for-profit companies in mind, we shouldn’t assume that a +50 NPS is good for a nonprofit.
If so, that’s fair and I agree.
When people benchmark NPS scores, they usually do it by comparing NPS scores in similar industries. Unfortunately, I don’t know of any data for NPS scores of nonprofits like ours (e.g. consumer-facing and providing a donation service). I think the information about what NPS score is generally considered good is helpful to understanding why we updated in favor of EA Funds persisting past the three month trial.
Is it your view that I a) shouldn’t have included NPS data at all or b) shoulnd’t have included information about what scores are good or c) that I should have caveated the paragraph more carefully?