Phil on Nostr: In a company meeting that has quoted an NPS score as one of the metrics. I have ...
In a company meeting that has quoted an NPS score as one of the metrics.
I have pretty mixed views about NPS. It's a crude metric but I can appreciate some stakeholders opting to defer to a blunt tool for expediency's sake. But as tools go, there isn't really a strong basis for a "cause-and-effect" relationship.
How you gather your data, who you include in your pool, what your response rate is... these can all be pretty arbitrary. Survivorship bias, anyone?
I have pretty mixed views about NPS. It's a crude metric but I can appreciate some stakeholders opting to defer to a blunt tool for expediency's sake. But as tools go, there isn't really a strong basis for a "cause-and-effect" relationship.
How you gather your data, who you include in your pool, what your response rate is... these can all be pretty arbitrary. Survivorship bias, anyone?