NPS is an awful Metric for product teams. They aren't on the same level.
The final number doesn't 'mean' anything. What should I do with an NPS of 40? Use the CES (Customer Effort Score) instead, this time with an actionable example.
Part 2/2, how to do it:
1. Asking hypothetical questions (Would you recommend...) are inherently risky for the predictability. The CES asks how easy something was immediately after it happened, examining an event that already happened.
2. Asking on a feature level gives you very targeted feedback about a very specific tool or feature. A team can get 2 useful insights from this: An average score and splitting it up by vote. (See graph)
3. You can then see what unites people that voted a 1 compared to those that voted a 5. Are they using the tool differently? Are they a completely different segment? Is it a tool that people are indifferent about? (Big Middle-finger pattern) or something that people hate or love (Strong 1 and 5 distribution)
Note:
1. The CES is best asked right after a success happened with a tool. A download, something was saved, do NOT interrupt the flow of the user before they completed the action.
2. Since the CES is triggered on a feature level you need to be careful not to trigger it too much. I recommend asking it not more than once per 30 days/user but this depends on your product and might even be way too much for high-usage products.
3. A comment field is optional, the CES as well, do not force users to answer it and make it easy to dismiss (x) and capture “ESC“ as a hotkey and click outside of it.
Part 1 of the discussion: https://lnkd.in/e_sS-sTa
#nps #plg #productmanagement
The final number doesn't 'mean' anything. What should I do with an NPS of 40? Use the CES (Customer Effort Score) instead, this time with an actionable example.
Part 2/2, how to do it:
1. Asking hypothetical questions (Would you recommend...) are inherently risky for the predictability. The CES asks how easy something was immediately after it happened, examining an event that already happened.
2. Asking on a feature level gives you very targeted feedback about a very specific tool or feature. A team can get 2 useful insights from this: An average score and splitting it up by vote. (See graph)
3. You can then see what unites people that voted a 1 compared to those that voted a 5. Are they using the tool differently? Are they a completely different segment? Is it a tool that people are indifferent about? (Big Middle-finger pattern) or something that people hate or love (Strong 1 and 5 distribution)
Note:
1. The CES is best asked right after a success happened with a tool. A download, something was saved, do NOT interrupt the flow of the user before they completed the action.
2. Since the CES is triggered on a feature level you need to be careful not to trigger it too much. I recommend asking it not more than once per 30 days/user but this depends on your product and might even be way too much for high-usage products.
3. A comment field is optional, the CES as well, do not force users to answer it and make it easy to dismiss (x) and capture “ESC“ as a hotkey and click outside of it.
Part 1 of the discussion: https://lnkd.in/e_sS-sTa
#nps #plg #productmanagement
