With so much attention paid to Net Promoter Score - based on 'likelihood to recommend' - have you ever wondered if NPS actually drives recommendations?
We have polled over 24,000 consumers about their likelihood to recommend their bank/supermarket/mobile network etc since 2014, and whether they have ever recommended the same bank/supermarket/mobile network etc.
The good news is that there is a very strong correlation (0.91) between NPS and actual recommendations, though it's stronger in some markets than in others:
Some brands do really well translating NPS into actual recommendations, e.g.: Aldi. Some, alas, don't do well at all, e.g.: Electric Ireland.
More at GetPlanR.com