Always Going North

Notes on customer acquisition, growth, and app marketing

Tag: survey

How to evaluate customer loyalty with the Net Promoter Score (NPS)?

What is the Net Promoter Score?

Net Promoter Score is an index that measures customer happiness. A lot of companies use it also as an indicator of growth. The primary purpose of the NPS is to evaluate customer loyalty to a brand or company and to gather actionable customer feedback.

The NPS is calculated based on responses to a single question:

On a scale of 0-10, How likely is it that you would recommend our company/product/service to a friend or colleague?

People who respond 9 t0 10 are called Promoters
People who respond 7 to 8 are called Passives
People who respond 0 to 6 are called Detractors

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Product-market fit survey (Sean Ellis)

It’s a survey designed to determine how well your product is resonating with early users, and assess product/market fit qualitatively. Find it here:
A sample of 40-50 current users should be enough for conclusive results, but the more users you can get to participate the better.

The core product/market fit question is:

How would you feel if you could no longer use [product name]?

And the possible answers are:

1. Very disappointed
2. Somewhat disappointed
3. Not disappointed (it isn’t really that useful)
4. N/A – I no longer use [product]
Plus and open-ended response that would help you understand why.

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