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If your customers don't talk, NPS is a vanity metric
L: https://www.elliotcsmith.com/if-your-customers-dont-talk-nps-is-a-vanity-metric/
C: https://news.ycombinator.com/item?id=42926845
posted on 2025.02.03 at 21:22:55 (c=1, p=4)
Elliot C Smith · If your customers don't talk, NPS is a vanity metric.Word of mouth is a hell of a growth lever, but only when it works. It’s now become almost universal to send your customers an NPS survey and—hopefully—use your scores in the high 80s to show how well you’ll grow organically. Truth is, this only works
