Does What You’re Measuring Matter? When a measure becomes a target, it ceases to be a good measure. Marilyn Strathern, "Improving Ratings" in European Review In the face of the current complex business environment, most businesses strive to seek the simplified so that they can gain clarity and make effective decisions quickly. It’s this desire that has produced flawed metrics like the Net Promoter Score (NPS)—a single measure that supposedly predicts business growth. 1 Despite the desire, there...