WEEKLY THOUGHTS

Here is something that caught our eye this week: N.P.S. BS? Turns out, measuring customer satisfaction on a scale of 1-10 isn't a silver bullet   Every time we get comfortable with a “truth”, something happens that throws us for a loop.  Fat was bad, now it’s good.  Profitability was a key driver of corporate value, now it’s irrelevant (to VC at least).  Daenerys was our Rightful Queen, now she’s batsh*t crazy.  It’s hard to keep up. Similarly, we read this week that a core metric used to evaluate corporate performance – the Net Promoter Score, or “NPS” – may not be exactly what