NPS
Net Promoter Score; a standardized survey metric that measures customer loyalty and likelihood to recommend.
Keywords:
nps, net promoter score
Contents
Deep Dive
Metaphysical Synthesis & Analysis
The Synthesis
Net Promoter Score (NPS) measures customer loyalty through a single question: 'How likely are you to recommend this product?' (0-10 scale). Promoters (9-10) minus Detractors (0-6) equals NPS. Fred Reichheld's research shows NPS correlates with growth. For PMs, NPS is a leading indicator of Retention and word-of-mouth. The follow-up 'why?' is often more valuable than the score itself.
Metaphysical Foundation
NPS is a proxy for customer satisfaction and loyalty. It measures whether you've created enough value that customers become advocates.
Evolutionary Path
From customer satisfaction surveys to NPS to more nuanced sentiment analysis, loyalty measurement has become more predictive.
Strategic Interplays
NPS predicts Retention and Virality. It is a key metric for Product Market Fit and customer-success.
Key Episodes
Dalton Caldwell
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Dharmesh Shah
Zigging vs. zagging: How HubSpot built a $30B company | Dharmesh Shah (co-founde...
Geoff Charles
Velocity over everything: How Ramp became the fastest-growing SaaS startup ever ...
Teresa Torres
Build better products with continuous product discovery | Teresa Torres
Judd Antin
The UX Research reckoning is here | Judd Antin (Airbnb, Meta)
Jason M Lemkin
We replaced our sales team with 20 AI agents—here’s what happened next | Jason L...
Jeff Weinstein
Building product at Stripe: craft, metrics, and customer obsession | Jeff Weinst...
David Singleton
Building a culture of excellence | David Singleton (CTO of Stripe)
Claire Hughes Johnson
Lessons from scaling Stripe | Claire Hughes Johnson (ex-COO of Stripe)
Sean Ellis
The original growth hacker reveals his secrets | Sean Ellis (author of “Hacking ...
Jag Duggal
Be fundamentally different, not incrementally better | Jag Duggal (Nubank, Faceb...
Rahul Vohra
Superhuman's secret to success | Rahul Vohra (CEO and founder)
Christina Wodtke
The ultimate guide to OKRs | Christina Wodtke (Stanford)
Patrick Campbell
10 lessons on bootstrapping a $200m business | Patrick Campbell (ProfitWell)
Dylan Field 2.0
Dylan Field live at Figma's Config: Intuition, simplicity, and the future of des...
Tanguy Crusson
Hard-won lessons building 0 to 1 inside Atlassian | Tanguy Crusson (Head of Jira...
Shaun Clowes
Why great AI products are all about the data | Shaun Clowes (CPO at Confluent)
Sarah Tavel
The hierarchy of engagement | Sarah Tavel (Benchmark, Greylock, Pinterest)
Josh Miller
Competing with giants: An inside look at how The Browser Company builds product ...
John Cutler