The Net Promoter Score: ‘magic bullet’ or ‘snake oil’?

Your manager wants you to track the NPS of your product but, well… you’re not so sure.

15 years ago, the concept of a single survey question to ask and a single number to track to gauge the health of your market offering was introduced to the world to huge acclaim. Today, the Net Promoter Score is global phenomenon which we are told we ignore at our peril.

So, what is the truth about NPS? Does it deserve its place in the pantheon of business metrics? Is it a useful measure of product success? This talk will explore the origin of the NPS framework and what its original intended function actually was. We’ll also investigate how it’s being used now, where it may be useful and where it’s being misused. We’ll look at how we should go forward, to collect actionable, quantitative and qualitative measures that help us drive product development all while keeping our executive teams happy.