Casey NewtonOne of the worst developments in the internet was the point that every single action I took online began to generate an email asking me to "rate" the experience
Like, 98 percent of all experiences are some shade of "fine" and there is no point in asking us to write a paragraph about them
Arturo@caseynewton There is also no evidence that NPS (the metric obtained from those surveys) actually helps researchers improve products and services. In other words, it’s a meaningless number.
Net Promoter Score Considered Harmful (and What UX Professionals Can Do About It)
In 2003, a marketing consultant named Fred Reichheld lit the business world on fire with the Harvard Business Review article The One Number You Need To Grow. He asserted that by asking a single question—a question aimed at determining the organization’s customer’s loyalty—management could take the p
@caseynewton Or, rather, it’s meaningful only insofar as it helps stroke egos and it helps employees with their performance metrics.