NPS vs User Research: What Metrics Don't Tell You
Most product teams operate with a dangerous blind spot. They celebrate a 72 NPS score while their users silently abandon the checkout flow. They doom-scroll through promoter comments looking for va...
Source: User-Interviews
Most product teams operate with a dangerous blind spot. They celebrate a 72 NPS score while their users silently abandon the checkout flow. They doom-scroll through promoter comments looking for validation while ignoring the quiet friction killing conversion rates. The Net Promoter Score has become the industry standard for measuring customer loyalty, but here’s what […]