Noam discusses why NPS is a flawed metric and why companies should stop using it. He explains the issues with NPS from a survey science perspective and suggests better alternatives for measuring customer satisfaction and engagement.
🔎 Do you want to know more? Check out this episode at:
https://www.uxtweak.com/podcast/noam-segal-nps-the-garbage-metrics/
Episode highlights
00:01:36 – Noam’s background
00:07:07 – Introduction to NPS flaws
00:16:10 – Creation of npsistheworst.com
00:19:59 – Alternatives to NPS
00:23:26 – Focus on custom KPIs over NPS
00:31:33 – UX researchers’ role in metrics and ethics
00:34:30 – Noam’s closing thoughts
About our guest Noam Segal
Noam Segal is a UX leader with experience at companies like Airbnb, Intercom, Wealthfront, X, and Meta. He’s currently Senior Research Manager at Upwork and founder of The Disruptive Coach, offering career coaching and resources for tech professionals. He helps individuals and teams grow, and has taught at Stanford and Harvard, as well as spoken at major industry conferences like UXRConf and Quant UX Con.
🔎 Where to follow Noam
LinkedIn / Rosenfeld
About this podcast:
Welcome to UX Research Geeks, where Tina Ličková, a researcher and strategist, talks with researchers from around the globe about topics that matter to them.
🐝 Brought to you by UXtweak, an all-in-one UX research software. Start your research for free at: https://www.uxtweak.com/ 👈
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