Razorpay CEO Harshil Mathur talks about deliberate culture, building to a need, and the principles of product development
First Principles
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How Do You Track Your Customer Satisfaction?
Nps is tracked almost on a daily basis uh we have surveys and um customer response surveys e-side surveys so many more things that added together the we have break it. In covid like when the sudden influx of customers came in all of those metrics failed because by the time those metrics showed us the thing we're going back things were already very bad. i think my connectivity directly with founders and customers helped a lot because i would get those signals anecdotally. When when data and loads don't match is typically the data which is wrong.
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