(2018-12-19) Gothelf Nps Is A Waste Of Time Use These Metrics Instead

Jeff Gothelf: NPS is a waste of time. Use these metrics instead. Instead of asking your customers some variation of, “Are you satisfied enough right now to do something in the future we find valuable?” ask them nothing, observe their behaviour and pose the following question to your team: “What do satisfied customers do in our product?” The answers your team comes up with will be customer behaviours — outcomes. These are the metrics you should be measuring instead.