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:
PS: NPS was developed in the 90s by Bain & Co -- before SaaS really came around.
