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Blazej Mrozinski
v0.15.3 May 13, 2026

Blog post: What NPS loses by collapsing the top of the rating scale

/blog/nps-collapses-4-and-5-buckingham/ — Reframes Marcus Buckingham's May-June 2026 HBR critique of NPS as a rating-scale measurement argument.

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  • **`/blog/nps-collapses-4-and-5-buckingham/`** — Reframes Marcus Buckingham's May-June 2026 HBR critique of NPS as a rating-scale measurement argument. Covers what NPS does mathematically, the collapse step at the heart of the critique, Buckingham's curvilinear-loyalty claim, why the top of a rating scale carries more information (item information functions, IRT), what proper rating-scale measurement looks like, the structural cousin in Gallup's Q12 engagement instrument, and what to do on Monday. Includes a Class E illustrative two-panel histogram of two organizations that yield identical NPS but differ in 9-vs-10 promoter distribution.
  • Primary kw `rating scale` (US 3,400 vol, KD 6 per Ahrefs); body kws `customer experience metrics`, `likert scale`, `top box scoring`, `is net promoter score a good metric`. Label: research.