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Net Promoter Score

also referred to as: nps

3 statements across 3 episodes · 1 bullish · 2 bearish · 3 people on the record · first statement Feb 1, 2024 by Stephanie Berner · across every show →

Everything said about Net Promoter Score, oldest first

Feb 1, 2024 negative
Insight
Berner: NPS and CSAT are easily gamed and less actionable early on
“In later stages, you can start to look at other metrics like NPS, CSAT, time to launch, and your implementation. Those can be great metrics. Those sometimes can be, you know, easily gamed, so they don't necessarily provide the right insight for leadership or e…”
Stephanie Berner Feb 1, 2024 ▶ 27:54 A customer success masterclass | How to build and scale a CS org | Stephanie Berner (LinkedIn)
Jul 1, 2025 positive
Assertion Not checkable as stated
London: Gusto achieved an NPS over 85 before expanding payroll
“Once we saw we had product, or we had like a very high NPS, over 85, that was kind of what we knew that would be, you know, the customer love we need, and then we kind of expanded.”
Tomer London Jul 1, 2025 ▶ 40:40 How Gusto built a $9.5 billion company by identifying a burning problem
Mar 19, 2026 negative
Opinion
Epling: NPS is not useful compared to workflow-specific satisfaction surveys
“I'm not a big believer in NPS. I know some people like it. Like, I don't think it's like that useful, but I think Going and doing customer satisfaction surveys for, like, core workflows of, like, hey, did this make your life better? Did it not? What were the g…”
Jeremy Epling Mar 19, 2026 ▶ 39:21 The product wisdom every CPO should ignore | Jeremy Epling (CPO, Vanta)
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