Re:NPS doesn’t say anything particularly useful
by foo4u on Thursday December 30, 2021 @09:27PM
(#29744183)
What’s more interesting to me than the NPS scores are the free form comment section below the 0-10 rating.
Never mind that anything below X is considered neutral or a detractor. You asked a user / customer/ etc to rate you on a scale of 1-10 and then tell you why.
Want to know what you’re truly screwing up on? Take the feedback on your 1-6 scores seriously and you can find the low hanging fruit to take a product from mediocre to a great user experience.
That’s the true NPS value. It’s all about how you handle the feedback.
Never mind that anything below X is considered neutral or a detractor. You asked a user / customer/ etc to rate you on a scale of 1-10 and then tell you why.
Want to know what you’re truly screwing up on? Take the feedback on your 1-6 scores seriously and you can find the low hanging fruit to take a product from mediocre to a great user experience.
That’s the true NPS value. It’s all about how you handle the feedback.