Net Promoter Score

“The irony of it was, is our NPS was going up and that people were just so grateful to have the product.”

“And then on top of that, NPS or CSAT, we measured it through NPS, is typically about double.”

“You should be increasing your overall price once per year. If you're building, if you're not building and your support sucks and your NPS is low, then, you know, don't worry about it. But if your NPS is over 20, which is not a very high NPS, you should raise y…”

“When we overlaid the referral data over the NPS survey data, we saw something really interesting. Very low invite rates at one to six, and not just invite conversion rates of users that joined for invites. But when you've got people from six to the seven and e…”

“I don't like NPS for this. And I have a whole blog post on this. I like Sean Ellis's question of like, how disappointed would you be if this product disappeared? And I think it's, if you have at least 40% of people Respond that they'd be like very disappointed…”

“The problem with that is the research shows that NPS is idiosyncratic. So it goes up and dows in, in ways that we don't understand. And there's a lot of inconsistency in how it's asked that creates variations in the data, which means it's not apples to apples.…”

“Customer satisfaction, a simple CSAT metric is better. It has better data properties. It is more precise. It is more correlated to business outcomes.”

“Atlas in the eighties with almost 50% response rate is quite high.”

“What you're seeing here. Is that no one is a promoter of their role in tech right now. Not even founders who are by far the happiest, happy-go-lucky people in, in tech right now. Founders would not recommend their roles. Neither would people in sales or go to …”