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The real problem with NPS is when a certain score is a goal. After all goodharts law states that is the case with any good measure.
by nhumrich 5y ago
The real problem with NPS is when a certain score is a goal. After all goodharts law states that is the case with any good measure.
- ketralnis 5y agoYep. I had an advertising-funded app that asked me to fill out a survey about why I rated it poorly in a modal I can’t skip. So I always gave it a good score, until I stopped using it because it interrupted me so often to ask. They lost me and they’ll never know why