When calculating NPS should you take into account answers from say two years ago if that’s the last time you heard from them? What should be the “expiration date” for an answer?
Question
NPS answer “expiration date”?
Hi
+5For Reporting, you may want to consider trending -- Month over Month, Year over Year -- all NPS responses. For an individual Company, you could show most recent NPS, last 12 months, or Rolling NPS in your reporting. If using it as part of the Health Score, it makes sense to limit the time frame of responses that would impact Health Score as 2 years is rather dated information.
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