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Interesting. I do like the question from a general 'do you like thing X' perspective, but as critics seem to rightly argue, you should not use it alone. Anothe
by bitexploder 9y ago
Interesting. I do like the question from a general 'do you like thing X' perspective, but as critics seem to rightly argue, you should not use it alone.
Another question I like in the same vein, "Would you recommend other people to work here?". I think it is just one of many measures of "engagement" though.
Also, I have to agree with the general sentiment against NPS. I have seen teams forced into UI enhancement death marches because their app got a low NPS. It was plastered on billboards and there was a huge push to get the NPS up. It became a bit of a running joke. That anecdotal experience made me really wary of it in general, even though I like the concept as a general engagement measure.... maybe you shouldn't base management decisions on just that :)
- hobs 9y agoI have worked for multiple large and small companies who thought NPS was a valid metric for customer feedback, and in my experience it has told us little to no information even though management has generally said we have to be at X to be successful. When I worked for Apple Support the best in breed was a five point scale with a neutral midpoint and multiple questions on different axis, just as the wikipedia article stated, and I felt it was a clear and straightforward method of measuring customer satisfaction and in some cases quality, so that is what I recommend.