Framework
Net Promoter Score (NPS)
A metric derived from asking how likely someone is to recommend something to others on a 0-10 scale, aggregated into a single score from -100 to +100 representing the balance of promoters versus detractors.
Net Promoter Score (NPS)
4 visible of 4 connections
Episodes3
Related Concepts27
Related Practices16
Ask about this framework
Transcript mentions
NPS is this question around whether you would recommend a product or in this case your role to a friend or family member, right? And the scale goes from 0 to 10.
… Which is way better than we got in Brazil, but our NPS scores skew in the 70s, 80s, and occasionally 90s. And when they dip down even one or two points, that's a reason for alarm.
… And the best proxy we found for this was something that most people have heard of, that we actually used quite a lot is net promoter score.
… When we overlay the referral data over the NPS survey data, we saw something really interesting.
But if you move the NPS from 30% to 50%, you increase the viral coefficient of your customer base. So every customer that goes through tells X many more.
Framework
Net Promoter Score (NPS)
A metric derived from asking how likely someone is to recommend something to others on a 0-10 scale, aggregated into a single score from -100 to +100 representing the balance of promoters versus detractors.
Episodes3
Related Concepts27
Related Practices16
Ask about this framework
Transcript mentions
NPS is this question around whether you would recommend a product or in this case your role to a friend or family member, right? And the scale goes from 0 to 10.
… Which is way better than we got in Brazil, but our NPS scores skew in the 70s, 80s, and occasionally 90s. And when they dip down even one or two points, that's a reason for alarm.
… And the best proxy we found for this was something that most people have heard of, that we actually used quite a lot is net promoter score.
… When we overlay the referral data over the NPS survey data, we saw something really interesting.
But if you move the NPS from 30% to 50%, you increase the viral coefficient of your customer base. So every customer that goes through tells X many more.