If you are only focused on tracking the score just for the sake of doing it, you are losing time and efforts.
The score itself is highly volatile, and the greater shake we see here and the instability it causes is what’s behind the Customer Success department frustration.
If we want to cut precision or margin of error in half, we must quadruple our sample size!
Closing the feedback loop and addressing the issues reported by customers has a greater impact on a business than getting a statistically significant NPS survey result. Once you start receiving feedback, classify it by priority and start addressing the reported issues.
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