Better customer metrics come from identifying pain points, assigning owners and measuring the fix. The Gist NPS is not the core problem. The bigger issue is organizations treating summary scores as strategy instead of diagnosing the specific pain points driving them. Granular analysis drives real improvement. Companies need to identify, prioritize and measure exact customer friction points across the journey. Ownership creates accountability. Sustained CX gains happen when one leader owns each issue, backed by action plans, metrics and executive visibility. Sue Duris is right, NPS isn't broken , the real problem is analysis and action planning. Sue, a CMSWire contributor like myself, criticizes what Bain called, the One Number, NPS . This is correct because the one number does not identify the granular issues that contribute to that number and what Duris calls the North star goal of the core business and CX. She then criticizes the culture that fails to lead to concrete business action and ownership.…