- After-Shows
- Alternative
- Animals
- Animation
- Arts
- Astronomy
- Automotive
- Aviation
- Baseball
- Basketball
- Beauty
- Books
- Buddhism
- Business
- Careers
- Chemistry
- Christianity
- Climate
- Comedy
- Commentary
- Courses
- Crafts
- Cricket
- Cryptocurrency
- Culture
- Daily
- Design
- Documentary
- Drama
- Earth
- Education
- Entertainment
- Entrepreneurship
- Family
- Fantasy
- Fashion
- Fiction
- Film
- Fitness
- Food
- Football
- Games
- Garden
- Golf
- Government
- Health
- Hinduism
- History
- Hobbies
- Hockey
- Home
- How-To
- Improv
- Interviews
- Investing
- Islam
- Journals
- Judaism
- Kids
- Language
- Learning
- Leisure
- Life
- Management
- Manga
- Marketing
- Mathematics
- Medicine
- Mental
- Music
- Natural
- Nature
- News
- Non-Profit
- Nutrition
- Parenting
- Performing
- Personal
- Pets
- Philosophy
- Physics
- Places
- Politics
- Relationships
- Religion
- Reviews
- Role-Playing
- Rugby
- Running
- Science
- Self-Improvement
- Sexuality
- Soccer
- Social
- Society
- Spirituality
- Sports
- Stand-Up
- Stories
- Swimming
- TV
- Tabletop
- Technology
- Tennis
- Travel
- True Crime
- Episode-Games
- Visual
- Volleyball
- Weather
- Wilderness
- Wrestling
- Other
NPS Sucks
Net promoter score is terrible - it's become useless for SaaS. We discuss the problems with it, and how to fix it.
(00:00) - Introduction
(01:39) - The old framework: Net promoter score
(04:47) - The problem with NPS
(06:21) - It's self-correcting
(07:29) - A metric that can be gamed nicely
(09:35) - Promoter today, detractor tomorrow
(10:15) - A honeypot for promoters
(11:35) - Are the teams using it? And what is it needed for?
(11:56) - OK, NPS sucks. Now what?
(12:28) - If the focus is retention & satisfaction, listen here
(24:13) - For word of mouth - listen here
Also mentioned in this episode:
Earned Growth Rate from HBR
NPS isn't a leading indicator of churn from Gainsight
PS: NPS was developed in the 90s by Bain & Co -- before SaaS really came around.
