Net Promoter Score
What is a Net Promoter Score (NPS)?
A Practitioner’s Guide to Net Promoter ScoreSachin explains the origin of NPS, how to calculate it, how it's essential to append an open-ended question afterward, what tools to use, who to send it to, and how often to ask it.
How to Setup and Track NPS
Streamlining NPS Collection With Typeform, Segment and GCPThomas explains Norrona's data pipeline for NPS and how to set it up, which includes Typeform, Zapier, Segment, Slack, Salesforce, Google Big Query, and Power BI (whoa, that's a lot of services!).
Issues With NPS
Can't We Do Better Than NPS?Kyle walks through data that shows that NPS is not always predictive of retention. He doesn't say we need to get rid of NPS, but does suggest metrics to add: actual referrals, customer health, and product stickiness.
Moving beyond the Net Promoter ScoreBrian shows a few different problem with NPS, and suggests alternate phrasings of the core question.
Where Net Promoter Score Goes WrongChristina details eye-opening consumer research from C Space, revealing that NPS is an intent-oriented question and may not correlate with actual referral behaviors.
I Was Wrong. NPS is A Great Core Metric.Jason explains the three reasons he used to distrust NPS, but then changed his mind for a variety of reasons: it keeps companies honest, is good-enough for predicting churn, works on a relative basis across an industry, and it builds confidence.
NPS Case Studies
Bad Presentation Gone Good.Gibson describes how helpful the raw comments in an NPS survey can be, and how he used them to take one of his talks from a score of 29, to 46, and then to 69.
