Episode 10: Why Net Promoter Score (NPS) Might Be Failing You + A Hershey’s Coffee Review

Does Net Promoter Score (NPS) actually drive better customer experiences, or is it an outdated metric? In Episode 10 of CX and Coffee, Justin Robbins and Marty Shaughnessy tackle this hot-button topic with their signature mix of insight and irreverence. Along the way, they explore the legacy of cast iron cookware, celebrate slow Sundays, and review Hershey’s Nibby Coffee—because every good CX conversation deserves a great brew.

Ready to challenge CX norms and rethink your metrics? Let’s dive in.

Why NPS Is Losing Its Shine

Net Promoter Score has been a boardroom darling for years, but is it really telling you what you need to know about your customers? Justin and Marty break down the limitations of NPS, including:

• Its reliance on a single, hypothetical question: “How likely are you to recommend…?”
• The lack of actionable insights it provides, leaving teams wondering what to improve.
• The bias of extreme responses, which often skews results.

Justin shared a memorable story from his consulting days: a medical device company specializing in erectile dysfunction found NPS completely irrelevant. “How many people are going to recommend THAT to a friend or family member?” he quipped.

Takeaway: CX leaders need metrics that go beyond assumptions and deliver actionable, real-time insights into customer behavior.

Actionable Alternatives to NPS

So what should replace NPS? The hosts offered practical advice for CX professionals looking to level up their measurement strategies:

1. Audit Your Current Metrics: Are they actionable? Do they align with your goals?
2. Train Your Teams: Equip them to interpret and act on data effectively.
3. Tie Metrics to Outcomes: If you can’t connect your KPIs to financial or operational performance, it’s time to rethink your approach.
4. Ask Better Questions: Instead of “Would you recommend us?” try “What’s one thing we could have done better?”

Justin’s Bold Insight: “Hypotheticals don’t pay the bills. Metrics should drive real improvements—not just look good in a report.”

Coffee Spotlight: Hershey’s Nibby Coffee

No episode of CX and Coffee would be complete without a brew review! This week, Justin and Marty tried Hershey’s Nibby Coffee, a ground blend infused with cacao nibs. Here’s the verdict:

• Aroma: Familiar but not overly chocolatey.
• Taste: Smooth and drinkable, but the cacao flavor is subtle and not as bold as expected.
• Value: At $17 for a 10oz bag, it’s a bit pricey for what it delivers.

Justin summed it up best: “It’s a solid cup of coffee, but the novelty factor doesn’t come through.”

Get your own bag of Hershey’s Nibby Coffee here: Hershey’s Nibby Coffee

Frittatas, Cast Iron, and Legacy

In a fun detour, the hosts bonded over their love of cast iron cookware and the timeless recipes they create. Marty shared his go-to frittata recipe, while Justin waxed poetic about restoring vintage cast iron pans. “It’s not just cookware—it’s legacy,” Justin said, highlighting how quality tools can stand the test of time.

Key Insights Summary

• NPS isn’t enough. It’s time to embrace more actionable and behavior-focused metrics.
• Audit and align your metrics to ensure they drive improvements that matter.
• Ask better questions to open the door for constructive feedback.
• Coffee review: Hershey’s Nibby Coffee is decent, but not worth the premium price.

Ready for more bold CX insights and coffee reviews? Watch the full episode of CX and Coffee on YouTube. Don’t forget to subscribe to our channel, like the video, and share your thoughts in the comments!