Product leaders: It’s time to take NPS back
Brian Crofts
1271

It’s great that you’re tying NPS scores back to specific user groups and features. All PMs can learn a lot from that approach. That said, I’d recommend rounding out your measurements with Customer Effort Score. NPS as a one-stop-shop for predicting customer loyalty has been shown to be lacking when compared with CES. Collect different measurements over time and see what pops.