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.
