Busque: TaskRabbit's NPS Plunged to Negative After Overnight US Product Pivot
Leah Busque · Crushing the Pivot: Lessons Learned from a Product Reboot with TaskRabbit · Jul 10, 2019 · at 21:48
This episode carries Leah Busque's own address, with nobody on the show putting questions to them. It still counts as said, and it is kept out of every score on their page.
Leah Busque, founder of TaskRabbit, describes the immediate user backlash when switching the platform from auction bidding to instant matching.
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“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.”
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