Razorpay CEO Harshil Mathur talks about deliberate culture, building to a need, and the principles of product development
First Principles
Importance of NPS and ENPS metrics in tracking customer and employee satisfaction
NPS and eNPS are the two most important metrics for us. NPS is the hardest to move but it's critical for customer satisfaction. We break it down for different customer segments. eNPS is about employee satisfaction and we track it daily through surveys and customer response surveys.
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