[andrewingram]

My own understanding is that it’s supposed to be a prediction input organic growth and nothing more. All it’s really telling you is whether a customer is likely to provide you with another customer, which is why only really high values answers matter, because “hell yeahs” are all that really matter.

I’m skeptical as to its usefulness even for this, but most companies I’ve worked for use it as a general KPI which is even more aggravating.

[marcosdumay]

If you go into the trouble of collecting it, it's reasonable to use as a KPI, as it carries useful information.

I imagine you are annoyed that they optimize for it. And yes, it's not reasonable to optimize for it. Why do people optimize every KPI?

[Talanes]

>Why do people optimize every KPI?

Because if it's not worth optimizing around, how key can it be?

[marcosdumay]

You can do a lot of things with a number that are not optimizing.

For example, you can satisfy it, you can alert on behavior, or you can use it as a control (but ok, maybe this one makes a two number KPI instead of two KPIs).