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Comment by deergomoo | Hacker News Reader

> Net Promoter Score

My first real job was sales with a bonus tied to NPS. It’s punitive bullshit and everyone involved knows it.

We used to just ask people for a 9 or 10 if the experience was even remotely positive, because otherwise you get a bunch of happy customers who give a perfectly reasonable 8/10 and end up inadvertently costing you a bunch of money.

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Did phone repairs for a third party company working for Sprint. Bonus was $1-5 per repair depending on the severity of the repair. If the store got glowing remarks our commission was 125%, 9/10 we got 100%. 8/10 we got 75% of our earned commission. Anything below that we got 0%. I think I got a commission payout only 3 out of 7 months I worked in that store before leaving because I was tired of corporate eating my commission on the whim of Sprint customers. Didn't matter how good I was at fixing phones and how happy a customer was with the repair when they left bad surveys due to Sprints lack of cell coverage in their area.

It reminds me of rideshare companies, where even though the ratings are a 50-point scale, (0.0-5.0), in the end it is a thumbs up/thumbs down system where anything less than nearly perfect will destroy you.

It provides a false sense of accuracy to corporate, while on the ground causes major issues, with confusion from customers about what rating to give. Not to mention applying these scores to experiences which don't really need one.

I always hit 10 unless they were actively rude to me. I don't gain anything when they pay their employees less so why give them a reason to do so?

they should put up a sign explaining how the rating is tied to the pay

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