VoC Myth Busting: Ep. 01
Ian Golding: Should NPS be a lead CX metric?

In this first episode of the VoC Myth Busting series, Darren Wake challenges Ian Golding with a familiar statement in CX: “NPS should be the lead customer experience metric.”

Ian explains why NPS is often misunderstood, how it’s measured incorrectly, and when it adds value. The conversation highlights the risk of score-chasing and explores better ways to link customer feedback to improvement.

Here’s what we cover:

• Why NPS is not always the best lead metric
• How score obsession can distract from real action
• When NPS still has a place in CX reporting
• What to measure alongside NPS for meaningful insights

If you work in customer experience, product, marketing or operations and want to use NPS more effectively as part of a balanced CX strategy, this episode offers practical ideas you can take away. Fill in your details to hear the full conversation and learn how to make NPS genuinely useful for your organisation.