What Net Promoter Score Loses by Collapsing the Top of the Rating Scale
Marcus Buckingham called Net Promoter Score problematic in HBR. The reason is a rating scale measurement argument worth unpacking. What NPS loses and what to do.
Science gives us clarity, but product work gives it purpose.
Psychologist · Psychometrician · Product Leader · Data Scientist
I'm a psychometrician and product designer with a PhD in social cognition who spent twenty years in the lab studying how people think — then started building products that use that science. Think of me as a human translator between science and product — curious by default, never fully satisfied with easy answers.
Problems I solve — as an independent consultant or through my companies
Career quizzes, competency batteries, personality instruments, cognitive ability tests — designed with IRT and CTT, validated before deployment. Plus the scoring and matching systems that make results actionable. Used by LSEG, EPAM, and HSE Ireland.
See GyftedProgrammatic SEO at scale (1,200+ pages for Prawomat, 1.2M users for Gyfted), AI/LLM optimization for ChatGPT and Google AI Overviews, and product-led growth systems. Zero paid spend — all organic, all compounding.
See Digital SavagesFrom concept to production — scoping, specification, and product direction for assessment platforms, workforce development systems, AI editorial tools, and legal tech. I lead product, engineering teams handle code.
See my workSEM, multilevel modeling, latent class analysis for complex research. Published in JPSP, Self and Identity, Frontiers in Psychology. Teaching stats and research methods at SWPS University since 2006.
See SWPSPsychometrics, product consulting, growth engineering, and statistical modeling sit on the same page because they run on the same engine: measurement, systems thinking, and turning fuzzy human problems into testable product logic. The gap between "we think this works" and "we measured that this works" is where most products fail — and where all of this work lives.
15
Peer-Reviewed Papers
5
Ventures Co-Founded
7+
Products Shipped
20+
Years in Academia
Selected clients & partners
How I approach problems — the methodology, the results, and what I learned
"I'm not a developer. I'm a psychologist who builds products. The science disappears into the product — that's the point."
Things I started, run, or helped build from the ground up
AI as CTO · infrastructure from scratch · psychometrics in production · growth systems · rigorous experimentation
Marcus Buckingham called Net Promoter Score problematic in HBR. The reason is a rating scale measurement argument worth unpacking. What NPS loses and what to do.
A short note on legitnyhr — a Polish boutique consultancy for job evaluation, pay-gap reporting, and EU Pay Transparency Directive compliance.
When does a custom psychometric instrument earn its multi-week build cycle, and when is off-the-shelf personality assessment for hiring enough?
Not ready to talk yet? Start here instead.
If any of this maps to a problem you're working on — pick a 30-minute slot. No pitch, no deck. Just a conversation about what you're trying to solve.
Prefer email? Drop a line below — I read everything.