1) The Net Promoter Score (NPS) is an inadequate metric for measuring customer satisfaction and predicting sales/profit because it fails to account for negative word-of-mouth (NWOM). 2) Research shows that promoters give a minority of positive word-of-mouth (PWOM) while detractors give little NWOM, so NPS does not accurately capture the relative volumes and impacts of PWOM and NWOM. 3) A new proposed metric called Net Effect of WOM (NEW) measures the separate volumes and impacts of PWOM and NWOM to predict changes in brand share, providing a more comprehensive satisfaction/loyalty measure.