3min chapter

The UX research reckoning is here | Judd Antin (Airbnb, Meta)

Lenny's Podcast: Product | Growth | Career

notes

CHAPTER

Rethinking NPS: The Case for Customer Satisfaction Metrics

This chapter critiques the effectiveness of the Net Promoter Score (NPS) as a marketing metric, highlighting its design flaws and the inaccuracies it can produce. The speaker promotes customer satisfaction metrics as a more trustworthy alternative, backing their stance with real-world research insights.

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Transcript

Episode notes

Judd Antin has spent 15 years leading research and design teams at companies like Yahoo, Meta, and Airbnb. His direct reports have gone on to lead user research at Figma, Notion, Slack, Robinhood, Duolingo, AllTrails, and more. In our conversation, we unpack the transformation that the user-research field is experiencing. Specifically:

• Where user research went wrong over the past decade

• The three types of research—macro, middle-range, and micro—and the purpose of each

• How to effectively integrate researchers into the product development process

• The “user-centered performance” phenomenon and why it’s a waste of time

• Common tropes about PMs, from researchers

• The ideal ratio of researchers in a company

• Why Judd says NPS is useless, and what to use instead

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Find the full transcript at: https://www.lennysnewsletter.com/p/the-ux-research-reckoning-is-here

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Where to find Judd Antin:

• LinkedIn: https://www.linkedin.com/in/juddantin/

• Website: https://juddantin.com/

• Blog: https://medium.com/onebigthought

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Where to find Lenny:

• Newsletter: https://www.lennysnewsletter.com

• X: https://twitter.com/lennysan

• LinkedIn: https://www.linkedin.com/in/lennyrachitsky/