Challenging the Status Quo on NPS

A Digital Panel Discussion on this Controversial Topic

Love them or hate them, Net Promoter Scores (NPS) are everywhere in the brand world; but should they be? At Blue Yonder, we’re big believers in tracking metrics that matter, asking and tracking the right questions for businesses which have a direct link to commercials and the real world. What that metric means will vary depending on your business and culture.

Facilitated by Blue Yonder MD and brand expert, Richard Heath, we bring together senior voices of EasyJet’s Chris Carr, Nord Anglia’s Marshall Creamer and Aura Director/Fathom Research’s Suzanne Lugthart, to challenge the status quo. We deliver powerful debate, sharing client-side lessons of when to use and when not to use NPS, when it works and what it can deliver, and when to use other metrics which may have a greater business impact.

Meet the speakers

Suzanne Lugthart

Suzanne is an award winning client-side researcher who has worked at some of the nations best known brands including ITV, Rightmove and eBay. Now, as Fathom Research, she provides interim research help to client-side teams taking on overflow projects or delivering an extra pair of hands when needed.

Marshall Creamer

Marshall works as a Marketing Research Manager at Nord Anglia Educations. Marshall sits within Nord Anglia’s MAC team (Marketing, Admissions, Communications), where he works alongside his counterparts in Brand, Comms, Digital, and Admissions to facilitate research globally for Nord Anglia.


Chris is an experienced researcher, currently working as a Consumer Insight Manager at Easy Jet. Chris helps to form positive changes by using the right research methods at the right time, understanding how advertising works and how brands grow.


Richard joined Blue Yonder in 2018 after 20 years leading insight work with some of the world’s most famous marketing teams. Richard is a Brand and Communication Insight specialist. He’s worked with C Suite teams around the world to find growth, and help leaders make stronger, insight driven, decisions.

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