Entrepreneur

This Popular Way of Measuring Product Success Isn’t Telling You the Whole Story — Here’s What to Track Instead

While Net Promoter Score (NPS) has become the default way of measuring product success, it is deeply flawed. Instead of relying solely on NPS, product teams should prioritize usage, retention and ...
Forbes

Stop Bragging About Your Company’s Net Promoter Score

Concept of high customer satisfaction, Finger pressing number ten on a Net Promoter Score (NPS) panel. Composite image between a hand photography and a 3D background. Companies bragging about their ...
Fast Company

Net Promoter Scores are dead—here’s a better way to understand what your customers think

For years, marketers have relied on the Net Promoter Score (NPS) as the gold standard for measuring customer sentiment. But in recent years, as many brands have grown increasingly disconnected from ...
Fast Company

Is the Net Promoter Score dead? Why it may be time to look beyond this metric

I believe today’s customer journey has become too complex and nuanced than this measurement can handle on its own. The Fast Company Executive Board is a private, fee-based network of influential ...
Harvard Business Review

How to Improve Your Company’s Net Promoter Score

There is a sure-fire way to increase your company’s Net Promoter Score (NPS) or the likelihood that customers will recommend you to others. There’s also a sure-fire way to learn about your operational ...