NPS Sucks
The Revenue Formula
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Introduction
Tony Holbein: NPS is kind of a shitty metric to track and we're telling you what to do instead. Gartner invented this in the, I want to say in the 80s or something like this. And yeah, they invented it to actually figure out what is the likelihood of word of mouth. We think it has an influence on our ability to retain customers. It's just not true. That's not what you use it for.
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