Net Promoter Score

Metric of Customer Satisfaction (Experience Quality, Customer Success), instrumented by plans-to-refer. (Hmm, does this predict whether you'll go Viral?) (Life Cycle). Aka NPS.

It's a "standard" (best practices) because it was "validated":

in 2003
as a predictor of market share
in CPG (aka soda and toilet paper)
as long as you started with a random sample and worked hard to get a high response-rate

My experience (case study)

a service-intensive business with a long (multi-year) customer relationship duration
NPS survey given periodically throughout duration, and at end/exit
high response-rate at first-send (because new/excited customer), high response-rate at end (because lots of effort went into collecting outcome "data"), low for the rest of the time
the exit-survey results were half the score of the other surveys
the exit-survey didn't get averaged in the ongoing dashboard because it was a special case, and lagging, etc.
dashboard review process over-talked minor variations in the fakely-high score

If you're a start-up, should you instead do the Very Disappointed survey? (Again, you need super-high response rate.)

Bill Seitz