A perfect illustration of one of our many issues with the standard NPS question: it doesn’t address the needs of the friend or family member receiving the recommendation.
There’s a big difference between the following questions:
How likely are you to recommend this TV to a friend or family member?
How likely are you to recommend this TV to someone who prioritizes picture quality?
How likely are you to recommend this TV to someone who prioritizes a user-friendly interface?
#1 is basically impossible to answer if you’re thinking critically; #2 and #3 would yield potentially very different answers if the TV in question doesn’t possess both properties. But more importantly, #2 and #3 would actually result in specific, meaningful information about the recommendation, rather than the ambiguous information coming out of #1. And yet, the question we’re all still asking is #1…
Below, see how this plays out in real life in today’s edition of WRPARTORP.
Spoiler: the recommendations mean nothing because they don’t take into account the receiver’s needs. So, does your NPS data mean anything if it doesn’t take into account the receiver’s needs…?
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From our very own, John Alston:
I’m a recent purchaser of a 55" television and I couldn’t be happier. When shopping around, I asked friends for recommendations on brands, and the comments I received all focused on picture quality: “Sony has the best picture by far,” "Samsung gives the best quality for the price,” etc. I quickly became obsessed with finding the right brand and the right model to ensure the best picture in my price range. In the end, however, I was surprised to find that picture quality played little part in my final purchase decision.
Luckily, during this process, I had the pleasure of trying out a TCL Roku TV at an Airbnb rental and was instantly sold. To me, there are few things more frustrating than a poorly designed TV remote or on-screen interface. That’s why I chose TCL (or rather, why I chose its Roku OS) with my purchase. The interface is responsive with a well-designed menu system, and all of the top streaming apps are quickly available. Even its small, minimalist remote is refreshing to use.
The bottom line for me was that a positive customer experience related more to the interface than to the level of picture quality. The interface design simply has a bigger impact on my life and my satisfaction. Oh, and the cheap price tag doesn’t hurt either! TCL is definitely one of the more affordable brands out there.
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