The NPS question is, “How likely is it that you would recommend this (company/product/service) to a friend or colleague?”
The scale is 0-10
Both errors eroded your credibility substantially in my mind. I found it hard to read the essay in an in-depth way because of these two errors.
I have found NPS very helpful in the past. It is a survey, however, and what folks say and what they do often differs. I have found monthly retention much more helpful-- whether folks stay with the service or cancel.
I rely heavily on four sources of data:
- qualitative (focus groups, usability, ethnography, etc.)
- survey data (this is another source of qualitative data and NPS is included in this "bucket."
- existing data (many types but stuff like usage, retention, etc.)
- A/B test data -- can you change/measure changes in user behavior.
There's not a single source of truth but four sources of data that help to build consumer insight.
You might find this essay interesting/helpful. At the very least it gives you a sense of how I use these four sources of data to develop consumer insight: https://gibsonbiddle.medium.com/customer-obsession-8f1689df60ad
I recognize you put this out there knowing some folks would disagree. I simply found it hard to read given the two errors I mentioned above.
I recognize there may be some differences consumer/Saas but in both cases there's a struggle to develop meaningful consumer insight using any number of tools. It's hard.
I generally use the tools/models/frameworks that I find helpful and discard the tools that are not helpful. I have found nps surveys helpful so continue to execute them and am open to better approaches but haven't found one.
It's easy to see how I use NPS surveys-- see the link at the bottom of my essays or the QR codes at the end of my talks. The data is very helpful to me and in both cases I haven't found a more helpful proxy-- maybe you can suggest some? I did not dig in deep but your CXS score seemed to be a functional equivalent which I struggled with given how you feel about NPS. But again, I tuned out when I saw the two errors in your depiction of NPS.
Gib
