Net Promoter Score

also referred to as: nps

6 statements across 5 episodes · 3 bullish · 1 bearish · 5 people on the record · first statement Feb 28, 2020 by Tomer London · said 2 times in 1 episodes since 2024 · across every show →

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brought up most by Brian Halligan (2)

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2024 2 mentions in 1 episode

Brian Halligan: Leadership Lessons Scaling Hubspot to $28BN | E1103 · 20VC with Harry Stebbings Jan 15, 2024 · 2 mentions · from 23:37
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Everything said about Net Promoter Score, oldest first

Feb 28, 2020 negative

Opinion

Net Promoter Score is insufficient on its own to evaluate customer sentiment

“NPS is not the one metric. Like, it's not the one place you go and you know everything about how people think about your product or love your product at all.”

Tomer London Feb 28, 2020 ▶ 19:28 20VC: Gusto Co-Founder, Tomer London on Why Most Founders Approach Fundraising With The Wrong Mindset Today, How To Construct A Values/Motivation Alignment Test To Determine The Right Investors For You & Why Delight Is So Crucial To The Success of Any Con

Feb 28, 2020

Disclosure

Gusto streams every customer NPS comment into an open company-wide Slack channel

“The other thing is about comments, and you know, we have like a Slack channel in Gusto, it's open to everyone, where literally every single NPS comment has been read by many, many people in our Gusto team, and especially The product and design teams.”

Tomer London Feb 28, 2020 ▶ 20:13 20VC: Gusto Co-Founder, Tomer London on Why Most Founders Approach Fundraising With The Wrong Mindset Today, How To Construct A Values/Motivation Alignment Test To Determine The Right Investors For You & Why Delight Is So Crucial To The Success of Any Con

Jun 5, 2020 bullish

Prediction Not checkable as stated

Erickson: Viable Fit aims to make PMF the next NPS

“We want to make PMF, the next NPS, and specifically have it focused on product success instead of the more customer service and operations teams oriented approach that NPS takes.”

Daniel Erickson Jun 5, 2020 ▶ 20:43 20VC: How To Scientifically Measure Product-Market Fit, How To Efficiently and Accurately Segment Users Into Cohorts, Why Investors Analysing CAC's at Pre-Seed Is Not Useful & How To Determine Between Customer Feedback to Accept vs Reject with Daniel Eric

Jun 8, 2020 positive

Insight

One human interaction can turn low NPS users into promoters

“And people move from being a zero or one NPS to being a nine or a 10 off of one human interaction, and that's It's unchangeable, because that's about human nature.”

Merci Victoria Grace Jun 8, 2020 ▶ 29:11 20VC: Lightspeed Partner, Merci Victoria Grace on The Future of Collaboration Tools, Bundling vs Unbundling, Synchronous vs Asynchronous & What It Means To Productise The S*** Out of Venture

Nov 19, 2020 neutral

Insight

Ohanian: Venture capital is fundamentally an NPS and service business

“Doing this job well is about service. I think most VCs don't realize that they're in the net Promoter score business. And that is really what matters most.”

Alexis Ohanian Nov 19, 2020 ▶ 8:24 20VC: Alexis Ohanian on Why Now Was The Right Time To Start Seven Seven Six, The 2 Very Distinct Types of Deals In Venture & The Unbundling of Social in 2021

Jun 4, 2022 positive

Assertion Not publicly verifiable

Palicha: Cutting Zepto delivery under 15 minutes tripled retention and stabilized NPS

“When we take our delivery times from 45 minutes to under 15 minutes, what we see with retention is two to three x goodness. NPS starts stabilizing at north of 85 points”

Aadit Palicha Jun 4, 2022 ▶ 2:41 Q-Commerce in Emerging Markets with the CEOs of Airlift, JOKR, & Zepto | 20VC #892 · 20VC with Harry Stebbings

Net Promoter Score

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Everything said about Net Promoter Score, oldest first

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