How to Implement NPS

NPS scores are self-selecting and highly biased, says John Defterios. If United Airlines doesn't know what they need to fix their NPS score, there's no way that survey is going to help them. People tell me the people who are very pro NPS tell me well, you know, for the first time we're getting our executives' attention. And so what can United get out of their NPSscore? Not really much.