Ep. 10: A better, simpler measure

Richard Watts, who led the adoption of the Net Promoter System at Progressive, the insurance company, talks with Rob Markey about what led an analytical company to choose such a simple measure (4:22), challenges to adoption (7:44), how NPS became one of the company's key metrics (14:21) and what he would do differently if he had to do it all over again (29:22).