Chapter 1, Spotlight B: the Net Promoter Score and Correlation

Context paragraph needed here

Some customers got the questions first and then had their ‘loyalty’ tracked; others had their ‘loyalty’ tracked first and then had the questions. 

It’s crucial to understand that in statistics, “predicted” means “correlated within the context of this data”. It doesn’t mean “a forecast of future events”.  

 The prediction of future behaviour is never exact – but the customer may reflect on past behaviour and use that to gauge their answer.