The gender bias of the Net Promoter Score

The Net Promoter Score (NPS) has gained popularity and is now used by many companies as an indicator of customer loyalty. We claim that the NPS is an inaccurate of customer loyalty and that the conclusions derived from the NPS are heavily influenced by gender differences with respect to the underlying distribution of the data. In order to verify our claim we draw upon a test conducted among Danish business to consumer (BtC) property insurance customers in 2006 and 2007. The results of this study show that the NPS is heavily influenced by gender differences in the underlying distribution.