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Net Promoter Score. Is a score calculated with a periodic survey that tries to determine cohorts of promoters (people who like your product so much that they ar
by whoisjuan 7y ago
Net Promoter Score. Is a score calculated with a periodic survey that tries to determine cohorts of promoters (people who like your product so much that they are willing to recommend it to colleagues) and detractors (people who hate your product so much that they usually talk bad about your product if the opportunity to do so arises.)
This is calculated through those surveys you get sometimes that say something along the lines of "From 1 to 10 how likely are you to recommend X product to a friend or a relative".. or something like that.
- jrochkind1 7y agoHuh, I'm confused how that score would tell you if a particular specific feature/area of the app provided "an elevated user experience that customers love". Any ideas?
- whoisjuan 7y agoHmm. Good question. In my experience an NPS study isn't just the survey. I have done it in the past and usually after you get the results you do a baseline a call/contact your promoters and detractors to learn more about their issues. So I think it's determined by a combination of personal reach-outs and probably the same questions scoped to particular features.
- joshlambert 7y agoHi - we've been discussing how to better anchor these on quantitative data, rather than the subjective opinion of GitLab PM's. You can see some of the discussion here (https://gitlab.com/gitlab-com/Product/issues/323 https://gitlab.com/gitlab-com/Product/issues/323) which continued to some degree here (https://gitlab.com/gitlab-com/Product/issues/386 https://gitlab.com/gitlab-com/Product/issues/386). If you have feedback on some other metrics to use, please contribute! I don't think we've landed on the right formula just yet. But directionally, we'd like these to be based on user outcomes rather than our own opinion.