Net Promoter Score
also referred to as: nps
24 statements across 8 episodes · 16 bullish · 3 bearish · 7 people on the record · first statement Jul 7, 2017 by Jay Simons · said 3 times in 1 episodes since 2018 · across every show →
Mentions by year
brought up most by Tom Hale (3)
tap a year for its mentions
2018 3 mentions in 1 episode
Everything said about Net Promoter Score, oldest first
Jul 7, 2017 positive
Simons: End-user NPS is the key leading indicator of SaaS growth
“So like end user NPS is probably like the important, ah, leading indicator of future growth. Like if your end users aren't happy, you know, even if I'm a Workday user, and if I'm not happy, long term that's not a great thing for Workday, even if the HR person …”
Mar 17, 2018 positive
Mar 17, 2018 positive
Mar 17, 2018 positive
Oct 9, 2018 positive
Hale: Detractors predict churn, advocacy predicts growth, and purchasing questions predict ARPU
“NPS is really great because it helps you predict where churn is. It's, it, you know, if you have, ah, detractors, it's really, it helps you identify who's gonna churn. Advocacy really helps drive, you know, this is, would you recommend this product or service.…”
Oct 9, 2018 neutral
Oct 9, 2018 positive
Oct 9, 2018 positive
Oct 9, 2018 positive
Oct 9, 2018 neutral
Oct 9, 2018 positive
Hale: NPS promoters renew at twice the rate of detractors
“One, promoters renewed at twice the rate of detractors. We had this. We had the correlation. We had all the renewal data, and we had all the NPS data, and we bound them together, and we said, look at this. This cohort of people, otherwise known as promoters, r…”
Oct 9, 2018 positive
Oct 9, 2018 bullish
Oct 9, 2018 neutral
Hale: SurveyMonkey surveys relational NPS quarterly and transactional NPS post-event
“At Survey Monkey, we do both, and we ask it in various spots along the customer life cycle. We ask it in a relational way, probably once every six months, increasingly now one a quarter. We ask it in a transactional way, after purchase, after a service experie…”
Oct 9, 2018 positive
Hale: NPS functions as a risk management metric during business transitions
“This is an example of using NPS, not just to drive growth, but to map, to minimize risk. And so what we did is we looked at the NPS of our customers and measured it as we were making this four-quarter transition between, you know, subscription and transaction,…”
Oct 9, 2018 positive
Oct 9, 2018 positive
Jul 10, 2019 negative
Busque: TaskRabbit's NPS Plunged to Negative After Overnight US Product Pivot
“We also had net promoter score which you might be familiar with, measuring just that customer happiness on the marketplace. It went from, like, we were probably in, like, the sixties or seventies, it went down to, like, negative.”
Apr 25, 2023 bullish
Robertson: Customer research can boost NPS 10x and upsells by 26%
“If you look at the impact of customer research, you can see 10 X of an increase year over year. Sorry if that's not showing up appropriately there. That is a 10 X, not an I. An increase in customer satisfaction or NPS. A 20% increase in upsell and cross sell r…”
Aug 3, 2023 negative
Jun 21, 2024 positive