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by itsdrewmiller 1637 days ago
Yeah, I agree it doesn't have the universal agreement on implementation that NPS does. Here's an alternative that I believe does and is referenced in some of the NPS skeptical research: https://en.wikipedia.org/wiki/American_Customer_Satisfaction...
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rkk3 1637 days ago
That "measures the satisfaction of consumers across the U.S. economy", very different from Brand's Customer Experience Surveys. Having worked as a software vendor in the CX field, I saw a lot of different implementations of the "same" survey metrics. NPS was only standardized one (I think because its from b school in the 80's).
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itsdrewmiller 1636 days ago
Nevertheless it seems to be roughly as predictive of growth - https://web.archive.org/web/20200716065914/https://pdfs.sema...
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