Understanding Net Promoter Score (NPS)

This chapter explores the relevance and ongoing debate surrounding the Net Promoter Score (NPS) as a crucial metric in user experience research. It highlights the strengths and weaknesses of NPS and Customer Satisfaction (CSAT) in gauging customer sentiment, especially in a product like Slack that has relied on these metrics for years. The discussion emphasizes the importance of thoughtful survey design and real-time feedback to enhance product development and customer experience.