Net Promoter Score
What You'll Learn
What is a Net Promoter Score (NPS)?
- A Practitioner’s Guide to Net Promoter Score
Sachin explains the origin of NPS, how to calculate it, how it's essential to append an open-ended question afterward, what tools to use, who to send it to, and how often to ask it.
How to Setup and Track NPS
- Streamlining NPS Collection With Typeform, Segment and GCP
Thomas explains Norrona's data pipeline for NPS and how to set it up, which includes Typeform, Zapier, Segment, Slack, Salesforce, Google Big Query, and Power BI (whoa, that's a lot of services!).
Issues With NPS
- Can't We Do Better Than NPS?
Kyle walks through data that shows that NPS is not always predictive of retention. He doesn't say we need to get rid of NPS, but does suggest metrics to add: actual referrals, customer health, and product stickiness.
- Where Net Promoter Score Goes Wrong
Christina details eye-opening consumer research from C Space, revealing that NPS is an intent-oriented question and may not correlate with actual referral behaviors.
- I Was Wrong. NPS is A Great Core Metric.
Jason explains the three reasons he used to distrust NPS, but then changed his mind for a variety of reasons: it keeps companies honest, is good-enough for predicting churn, works on a relative basis across an industry, and it builds confidence.
NPS Case Studies